IT Help Desk 2
IT Help Desk 2
Posted on :
08-08-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
08-08-2025
Job Description
Position:
IT Help Desk 2
Reports To:
IT Manager
Essential Functions:
The IT Help Desk 2 provides advanced support and technical expertise for systems software and hardware across the organization. This role bridges end-user support and systems-level administration and plays a key role in maintaining the smooth operation of technology throughout the collective organization. The role also supports department-specific applications and provides guidance to team members on best practices and technical troubleshooting.
Position Summary
The IT Help Desk 2 is a mid-level role within the IT department designed for a technically skilled and proactive professional who can resolve escalated support issues assist with systems configuration and maintenance and support leadership initiatives directed by the IT Manager. This role operates with a high level of independence provides mentorship to entry-level help desk staff and collaborates with all departments to ensure IT service excellence. This role is expected to be on site 45 days a week to support the organizations in-person technology needs and maintain consistent presence for end-user support.
User Support & Ticketing
- Respond to and resolve escalated IT tickets from IT Help Desk 1 and end users in a timely and professional manner.
- Provide both remote and in-person support for hardware software and network issues.
- Troubleshoot and maintain desktops laptops peripherals phones and conference room equipment.
- Support onboarding and offboarding from a technical standpoint (e.g. account setup hardware provisioning system access).
- Diagnose and resolve connection issues with external parties to in-house Microsoft Teams.
System Administration & Technical Operations
- Assist with administration and maintenance of Microsoft 365 Azure Active Directory SharePoint Teams and OneDrive.
- Assist with Salesforce and AgencyZoom user administration and configurations.
- Monitor system health and user activity escalating any concerns to the IT Manager.
- Backup assistance with basic system updates patches and routine maintenance tasks as assigned.
- Maintain and track IT inventory including devices software licenses and peripherals along with the team.
Collaboration & Special Projects
- Partner with the IT Manager on strategic projects such as software rollouts process documentation and system enhancements.
- Participate in planning and testing of new technology initiatives.
- Provide support during quarterly and annual company-wide meetings and events (in-person and virtual).
- Collaborate with other departments to address recurring issues and identify technology improvements.
Documentation & Training
- Document solutions procedures and best practices in the IT knowledge base.
- Provide basic training or guidance to employees for commonly used systems.
- Support IT Help Desk 1 in expanding their technical knowledge.
Meetings & Departmental Collaboration
- Participate in recurring IT department meetings and 1:1s with the IT Manager.
- Serve as a backup support during IT Manager absence when appropriate.
- Support cross-functional initiatives led by the Director of IT or other leadership teams.
Required Knowledge Skills and Experience
- 3 years of experience in an IT support or technician role
- Strong knowledge of Windows OS Microsoft 365 administration and basic networking principles.
- Hands-on experience with ticketing systems and remote desktop tools.
- Excellent communication problem-solving and customer service skills.
- Experience with Salesforce and AgencyZoom administration preferred.
- Microsoft administration experience strongly preferred.
- Insurance agency experience is a plus.
- Strong documentation habits and attention to detail
- Ability to work both independently and collaboratively in a fast-paced environment.
Disclaimer
The above information has been designed to indicate the general nature and level of work performed within this job. It is not designed to contain or be interpreted as a comprehensive inventory of all duties responsibilities and qualifications required of employees assigned to the job. The Associate must attend work on a regular basis on time and withstand varying degrees of stress. This position description describes the minimum selection requirements to qualify for the position. All employees must also demonstrate positive personal and interpersonal behavior and attitude with customers and employees in order to ensure a high level of expertise in supervision and general management.
Compliance
The incumbent has the responsibility to acquire and maintain the required knowledge of industry regulations and licenses and those regulations and policies inherent to position requirements.
Employment Type
Full Time
Key Skills
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