Job Summary:

The Helpdesk Support Specialist Level II will provide IT help desk support to internal end users remotely with some occasional on-site possible. Find fixes, workarounds and final solutions by troubleshooting issues while providing exemplary customer service.

Role and Responsibilities:

• Respond to tickets in accordance with SLA guidelines
• Record, track, and document the help desk request problem solving process including actions taken through to the final resolution
• Resolve support tickets
• Install and configure hardware and software
• Provide occasional on-site support to end users in your region
• User account management – onboarding and offboarding
• Support an environment that includes Azure AD, Windows, AD, Windows, Android, Mac OS, and IOS devices
• Troubleshoot and basic configuration of networking hardware (routers, switches, APs)
• Microsoft 365 administration and management
• VoIP system configuration and troubleshooting
• Create documentation for internal IT, and for end user training

Required Skills/Abilities: 

• Technically capable and a self-starter, ability to self-teach
• Strong organizational and customer service skills
• Innovative and creative approach to problem solving
• Proficient in multitasking and prioritization
• Attention to detail
• Ability and willingness to work in a collaborative team environment
• May be required to travel to client sites, work weekends or after hours and work mandatory overtime when necessary
• Solid understanding of computers, networks, software, and VoIP systems
• Experience with Microsoft 365, Active Directory, and Microsoft server and workstation applications
• Experience with Meraki, Fortinet, Sonicwall, and Unifi devices

Education and Experience:

• Bachelor’s Degree preferred
• Three+ years of tech support experience required
• Experience with Dental technology and supporting Dental practices preferred