Position Summary:

The Help Desk Technician II is responsible for resolving end-user technical issues across multiple client environments, focusing on efficient ticket resolution, strong customer experience, and adherence to service standards. This role operates within the Help Desk and handles a mix of Level 1 and Level 2 issues, collaborating with escalation (STEP) technicians when necessary.

Core Responsibilities:

Help Desk Ticket Resolution: Resolve service desk tickets related to Windows 10/11, Microsoft 365 applications, email configuration, printers, VPN, and connectivity. Maintain high-quality resolution rates and meet SLA targets.

End-User Support: Provide remote support across multiple client environments. Troubleshoot hardware, software, and access issues while maintaining professional communication.

Identity & Access Management: Perform E...