HelpDesk Technician II

Summary:

The HelpDesk Technician II will serve as an advanced support role bridging the gap between entry-level and more experienced technical support. This position is responsible for addressing intermediate technical issues delivering high-quality support to end-users and maintaining the efficiency of technology systems. The Technician II will troubleshoot hardware software network and connectivity issues escalate more complex problems to Tier III support and contribute to IT tasks and projects. Additionally this role includes mentoring junior staff and enhancing the overall productivity of the help desk team.

*** This is a remote position. We are looking for someone based in Hawaii or someone willing to work a swing shift from 10:00 AM to 7:00 PM to support our international employees. ***

Job Responsibilities:

• Manage the deployment and setup of PCs laptops and printers using predefined configurations
• Oversee office workstation setups and cable management
• Respond to support requests via ticketing system email and phone ensuring prompt resolution
• Document incidents and solutions maintaining a detailed knowledge base
• Prioritize and manage incoming requests escalating as necessary
• Collaborate with vendors to resolve technical issues related to desktop equipment and software
• Participate in project work and assist in training other team members as needed
• Effectively prioritize and resolve issues while mentoring junior staff and collaborating within a team environment

Qualifications:

• High School Diploma required
• 2 years of experience in a technical support role or similar position with a solid understanding of IT systems and troubleshooting techniques
• Associates Degree or relevant technical certifications preferred
• Basic knowledge of Active Directory preferred
• Familiarity with both Microsoft and Mac OS environments along with basic networking skills is required
• Must be able to provide after-hours support as needed and handle both remote and on-site support tasks
• Strong understanding of hardware software network and connectivity issues. Actively seeks to enhance knowledge of systems and utilizes analytical thinking to resolve issues. Identifies root causes of problems and effectively communicates technical details to OPS or Tier III teams in a clear and timely manner
• Engages in continual learning to stay current on industry trends new technologies and system improvements further enhancing technical skills and support capabilities
• Excellent communication and interpersonal skills with the ability to explain technical concepts to non-technical users. Maintains professionalism in all communications and escalates issues with clear concise documentation
• Demonstrated ability to manage multiple tasks and prioritize effectively in a fast-paced environment
• Excellent attention to detail in troubleshooting and documentation. Capable of evaluating when to escalate or deescalate issues based on user needs and system impact. Sets clear expectations with users regarding issue resolution processes
• Strong ability to collaborate within a team environment providing mentorship and support to junior staff members
• Thorough understanding of help desk processes including ticketing systems issue triage and prioritization based on system criticality user needs and business objectives

Compensation:

This role offers a competitive base salary along with a comprehensive benefits package. Salary ranges for U.S.-based positions are determined by geographic location and fall into one of three pay zones which reflect the cost of labor in that area. The anticipated salary ranges for this position are outlined below and are subject to change:

• $16.00 - $31.00/Hour

When determining compensation we consider a variety of factors such as a candidates professional experience skills and qualifications. Please note that final offer amounts may vary from the ranges listed above and may be adjusted over time.

Benefits:

There are many reasons to join the Sensiba team: generous benefits competitive compensation professional advancement opportunities and above all our people. If youre looking for an environment that offers you growth success and professionalism without compromising your family passions and life outside of work apply today!

Sensiba has a robust offering of benefits including:

• Comprehensive Health Coverage Medical dental and vision.
• Retirement & Financial Planning Support 401(k) with match financial wellness programs.
• Generous Paid Time Off Vacation sick time holidays and volunteer days.
• Flexible Work Arrangements Hybrid or remote options flexible hours.
• Performance-Based Bonus Recognition for your contributions through discretionary bonuses.
• Professional Development Opportunities Tuition reimbursement certifications mentorship.
• Career Growth & Internal Mobility Clear paths for advancement and role transitions.
• Inclusive & Supportive Culture DEI initiatives employee resource groups wellness programs.

At Sensiba we believe that diversity drives innovation. We provide equal employment opportunities to all employees and applicants for employment without regard to race color religion sex national origin age disability or addition to federal law requirements Sensiba complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment including recruiting hiring placement promotion termination layoff recall transfer leaves of absence compensation and training.

Sensiba expressly prohibits any form of workplace harassment based on race color religion gender sexual orientation gender identity or expression national origin age genetic information disability or veteran status. Improper interference with the ability of Sensiba employees to perform their job duties may result in discipline up to and including discharge.