Help Desk Technician II

AboutMarketStar:

In everything we do we believe in creatinggrowthfor our clients our employees and our community. For the past 35 years we have been generating revenue for the most innovative tech companies across the globe through our outsourced B2B demand sales customer success and revenue operations solutions. We are passionate about cultivating career advancements for our people andsupportthem through mentorship leadership and career-development programs. We provide service and support to our communities through theMarketStarFoundation.

Our exceptional team is the cornerstone ofMarketStarsaccomplishments. We are proud of our award-winning workplace culture and to be nameda top employerin our industry. These achievements are a testament to our six core values embraced by our 3000 employees worldwide. From our headquarters in Utah USA to our global offices in India Ireland Bulgaria Mexico the Philippines and Australia we all work together to drive innovation and success.

We are excited to have you apply to join ourMarketStarteam andcantwait to discuss how we can help you find growth!

About the Help Desk Technician II:

MarketStarsTechServices team has an opportunity for an experienced Help Desk Technician II. This position provides advanced technical support through phone email walk-up remote and deskside channels.The TechnicianII serves as an escalation resource for complexendpoint identity application hardware and connectivity issues while deliveringtimelyand courteous service to employees and clients.

This role also supports hardwarelogistics asset management office technology technical documentation and the continued development of junior

technicians.

Location:Ogden Utah

What Will You Do

• Provide professional technical support through phone email walk-up remote and deskside service channels.

• Serve as an escalation point for complex or undocumented issues involving devices applications user accounts authentication networking and endpoint management.

• Troubleshoot primarily Windows devices along with macOS devices managed through Microsoft Intune and ChromeOS devices managed through Google Workspace.

• Support Microsoft enterprise technologies including Microsoft Entra ID hybrid Active Directory environments Microsoft 365 applications Intune Windows Autopilot multifactor authentication device compliance and access management.

• Diagnose hardwareoperating-system application profile driver peripheral printing wireless VPN and network-connectivity issues.

• Repair replace provision reimage and configure computers and related equipment while protecting company and client data.

• Perform user data migrations and supportemployeestransitioning to replacement or upgraded devices.

• Manage inbound and outbound hardwarelogisticsfor the Ogden HQ office including receiving deployment return repair storage and disposal activities.

• Maintain an organized hardware storage area andaccurateinventory of computers monitors peripherals and accessories.

• Use an enterprise ticketing system to document incidents and service requests manage assetsmaintainaccurateconfiguration information andidentifyrecurring issue trends.

• Take ownership of assigned incidents through resolution including coordinating with infrastructure security enterprise application and other technical teams.

• Collaborate with the infrastructure team to troubleshoot network and office-technology issues support updates and meet technology needs for the Ogden HQ location.

• Provide immediate onsiteassistanceduring technology-related office emergencies or business-impacting incidents.

• Create andmaintainknowledgearticles troubleshooting procedures user instructions and technical documentation.

• Mentor junior technicians share technical knowledge andassistwith troubleshooting guidance and ticket-quality reviews.

• Identifyrecurring problems process gaps and opportunities to improvethe employeesupport experience.

• Support new-hire onboarding employee offboarding office deployments equipment audits and other IT projects.

• Perform other duties as assigned by IT management or the Support Manager.

What Will You Need to Succeed

• Proven experience in providing help desk support desktop or end-user technology support preferred.

• Working knowledge of Windows macOS and ChromeOS operating systems with advancedproficiencysupporting Windows devices.

• Experience with Microsoft Entra ID Active Directory Microsoft 365 Intune Windows Autopilot or similar enterprise-management platforms preferred.

• Experience using an IT service-management and asset-management platform such asFreshservice Jira ServiceNow.

• Knowledge of TCP/IP DNS DHCP wireless networks LAN/WAN connectivity VPNs endpoint security email and identity-management concepts.

• Ability to independently troubleshoot unfamiliar problems isolate root causes implement solutions and clearly document findings.

• Strongcustomer-serviceskills and the ability to communicate professionally with employees clients leaders and technical teams.

• Excellent verbal written organizational problem-solving andtechnical-writingskills.

• Ability to prioritize multiple requests recognize business impact and follow incidents through completion.

• Ability to coach junior technicians and contribute positively to a collaborative support environment.

• IT certifications such as CompTIA A Network Security Microsoft Apple or Google certifications are preferred.

• Ability to lift move install and organize computers monitors and related equipment.

• Ability to sit andoperatea computer for prolonged periods.

What We Offer:

In support of our We Care valueMarketStarprovides valuable mental physical and financial well-being benefits including:

• Structured learning and career-development programs

• Mental-health resources

• Generous paid time off and paid medical leave

• Child and dependent-care reimbursement

• Education reimbursement

• 401(k) matching hardship-loan program and access to a financial-wellness advisor

• Comprehensive medical dental and vision coverage

Compensation Range: $40000.00- $45760.00USD

The hourly pay range for this position is between $19.23and $22.00USD. There are several factors to consider including but not limited to the roles responsibilities experience location education/training internal equity and key skills. Your recruiter will provide more detailed information during the interview process.

MarketStarisfirmly committedto Equal Employment Opportunity (EEO) and to compliance with all federal state and local laws that prohibit employment discrimination. Reasonable accommodations are available on request for candidates taking part in all aspects of the selection process. If you are an individual whoidentifies assomeone with a disability andrequirereasonable accommodation(s) to complete any part of the job application process please contact us at forassistance.