Help Desk Technician Ii

TITLE: Help Desk Technician II
TYPE: Contract to Hire
LOCATION: Conshohocken, PA
ON SITE/REMOTE/HYBRID: Hybrid, 2-3 days on site
START DATE: March 2024
SHIFT: M-F; 10-6 EST
We have an immediate need to hire a Level 2 Help Desk Technician in Conshohocken, PA. This person must be comfortable acting as the first line of defense for all technical and troubleshooting support requests. You will primarily support end users with computer hardware and software, mobile device and PC connectivity issues.
Main Responsibilities:

• Provide level 2 daily user support in a Microsoft environment
• Troubleshoot software issues, hard and application platforms via phone, email and remote Desktop
• Act as the escalation point for level 1 tickets from junior Help Desk team members
• Utilize the in-house incident management tracking tool to document, log, track and resolve all requests
• Additionally document and recreate incidents for other team members to reference for training
• Properly field and resolve roughly 100 user ticket incidents per week via remote connectivity software
• Research unique issues as needed and provide an actionable solution for users
• Provide thorough customer service with a positive attitude to all customers
• Identify and escalate situations to upper management when necessary

Qualifications:

• 3+ years of Help Desk support experience
• Knowledge of Windows 10 environment, SCCM and Office 365 suite
• Knowledge of active directory concepts (user creation, authentication, accessibility)
• Previous experience using a Help Desk software or incident management tool
• College degree preferred but not required
• Familiarity with client PC connectivity is a plus
• Strong communication and interpersonal skills
• Team player who listens well, enjoys working with others and responds to incidents in a positive manner

EOE Statement:
We are an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law.