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The Fortune Society · 2 months ago

Help Desk Support Technician II

Long Island City, NY, USA

Full-time

Onsite

Mid Level

$30.22/hr - $32.97/hr

3+ years exp

The Fortune Society is a leading organization focused on supporting successful reentry from incarceration. The Help Desk Support Technician II plays a critical role in providing advanced technical support, managing IT assets, and mentoring junior staff to ensure efficient IT operations across the organization.

Public Relations

Responsibilities

Serve as the primary escalation point for help desk tickets conducting in-depth analysis and advanced troubleshooting to resolve issues that require a higher level of technical expertise

Provide timely and effective technical support to end users, utilizing both remote assistance tools and hands-on, in-person methods to diagnose and resolve a wide range of technical problems

Install, configure, diagnose, troubleshoot, and repair a variety of hardware and related equipment, including PCs, laptops, mobile devices, and printers. This includes managing the entire lifecycle of these assets from deployment to decommissioning

Provide advanced support for the Virtual Desktop Infrastructure (VDI), addressing complex issues related to user profiles, session stability, and application performance within the virtual environment

Perform meticulous hardware and software inventory tracking and management. This includes maintaining accurate records of all IT assets and managing software licenses to ensure compliance and cost-efficiency

Actively assist in the training and development of staff, particularly junior Help Desk Support team members. Provide guidance on best practices for using computer systems, the VDI, and other network operations

Collaborate closely with systems administrators, network engineers, and application teams to resolve complex, cross-functional issues that cannot be handled by the help desk alone

Proactively contribute to the expansion of the knowledge base by creating detailed technical documentation and standard operating procedures (SOPs). This ensures a consistent approach to troubleshooting and empowers the entire IT team

Assist the Director of Help Desk Support with special projects and assigned tasks, including system upgrades, migrations, and infrastructure enhancements

Perform other duties as assigned

Qualification

CompTIA A+Workstation supportClient-side networkingMicrosoft environmentsActive DirectoryTCP/IP networkingNetwork+Security+Microsoft certificationsNetwork printingVirtual Desktop InfrastructureRemote support toolsMS OutlookMS OfficeEnterprise application supportAntivirus solutionsCustomer service skillsOrganizational skillsTime management skillsProblem-solving

Required

High school diploma or equivalent, Associate's degree in Information Technology preferred

CompTIA A+ required; Network+, Security+, or Microsoft certifications preferred

Minimum 3 years of hands-on experience with workstation support, including operating systems, applications, and hardware support in a 200+ user environment

Minimum 2 years of experience troubleshooting client-side networking and connectivity issues

Strong knowledge of Microsoft environments, Active Directory, TCP/IP networking, and network printing

Experience with Virtual Desktop Infrastructure (VDI) and remote support tools

Strong MS Outlook, MS Office, and enterprise application support skills

Knowledge of antivirus, anti-spyware, and endpoint protection solutions

Proven ability to work effectively in a results-driven, customer service-oriented support team

Excellent communication, organizational, and customer service skills

Ability to multi-task with strong organizational and time management skills

Good self-direction and ability to problem solve and work as a team

A sense of humor