The IT Helpdesk Technician II will provide day-to-day technical support for employees, including computer setup, hardware and software troubleshooting, user support, equipment maintenance, and IT inventory management. This role is ideal for someone who enjoys problem-solving, supporting end users, and working in a fast-paced, hands-on IT environment.
Essential Duties and Responsibilities
- Set up computer equipment for new users and employees, including printers, monitors, desktops, laptops, and related peripherals.
- Provide technical support to end users for PC, software, printer, and peripheral-related issues.
- Respond to support requests received by phone, email, ticket submissions, and in-person communication.
- Troubleshoot, diagnose, and resolve hardware and software issues in a timely and professional manner.
- Perform hardware and software maintenance activities, including decommissioning PCs, printers, and other equipment for e-recycling.
- Assist with IT inventory control, including tracking hardware, software, warranty status, and equipment assignments.
- Support user administration activities, including account setup, updates, and general access support.
- Prepare reference materials and user instructions to support common IT processes and procedures.
- Provide patient, customer-focused support while working through technical issues with employees.
- Maintain awareness of IT security best practices and handle systems and information with care.
- Support other IT department projects and duties as assigned.
Qualifications
- High school diploma or equivalent required.
- Prior IT helpdesk, desktop support, or technical support experience preferred.
- General knowledge of computers, networks, Windows PCs, software, and related peripherals.
- Experience installing, configuring, and troubleshooting Windows PCs, software, printers, and other devices preferred.
- Strong organizational, prioritization, and active listening skills.
- Excellent verbal and written communication skills.
- Strong attention to detail and ability to document issues and resolutions clearly.
- Customer-service oriented with patience, empathy, and professionalism when supporting users.
- Ability to work independently while also contributing as part of a team.
- Strong problem-solving skills with the ability to use critical thinking and investigative troubleshooting.
- Ability to adapt in a fast-paced environment and manage multiple support requests.
- Cautious and thoughtful approach to work, with an understanding of the critical nature of IT systems and security.
- Ability to safely lift up to 50 pounds as needed.
Physical Demands
While performing the duties of this position, the associate may be required to stand, walk, sit, use hands to handle office equipment or controls, reach with hands and arms, climb stairs, balance, stoop, kneel, crouch, crawl, talk, and hear. The associate must occasionally lift and/or move up to 40 pounds. Specific vision abilities required include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.
This is a full-time position, generally 40 hours per week, with the possibility of extended hours based on business needs, deadlines, meetings, or project requirements.
Work Environment
The work environment is primarily a traditional office setting with standard office equipment, lighting, and ambient room temperatures. This position may also require occasional work in server room areas with cooler temperatures and occasional exposure to manufacturing or production areas while supporting business operations.
