SUMMARY

The IT Helpdesk Support Technician II plays a critical role in providing advanced technical support for IT systems, applications, and infrastructure. This position involves diagnosing and resolving complex hardware, software, and network issues, ensuring smooth operations for end users. The ideal candidate will implement IT service management (ITSM) best practices, work with cross-functional teams, and contribute to continuous improvement efforts within the organization.

PRIMARY RESPONSIBILITIES

• Provide advanced technical support for complex IT systems, applications, and infrastructure.
• Monitor the Tier 2 support queue and resolve escalated Tier 1 tickets within predefined SLAs.
• Image and configure Windows and Mac devices for onboarding, ensuring they are domain-accessible.
• Manage IT inventory, including new, returned, and remote work assets.
• Support vulnerability remediation on end-user machines.
• Uninstall non-compliant software on end-user devices and coordinate with the IT Software Management team.
• Monitor the lifecycle of IT assets, assisting with E-waste disposal and corporate social responsibility (CSR) activities.
• Troubleshoot and configure network connections, desktops, peripherals, and printers.
• Provide advanced troubleshooting for LAN and wireless network issues.
• Handle and resolve issues related to A/V equipment (e.g., Polycom devices) in meeting rooms and other spaces.
• Manage non-working hardware and accessories by logging support cases with vendors and ensuring replacements are processed under warranty.
• Maintain awareness of Special Economic Zone (SEZ) policies and ensure compliance with asset management processes.
• Knowledge of Active Directory (AD), O365, DHCP, and DNS.
• Use a structured approach and diagnostic tools to troubleshoot hardware, software, and network issues.
• Apply ITSM practices including incident, problem, and change management.
• Develop and maintain technical documentation, knowledge base articles, and troubleshooting guides.
• Collaborate with cross-functional teams to identify and resolve recurring technical issues.
• Assist in testing new technologies and tools to enhance support efficiency.
• Mentor and provide guidance to Tier 1 support staff, acting as an escalation point when needed.
• Contribute to technical training programs for end users and IT staff.

QUALIFICATIONS

• Bachelor's degree in Information Technology, Computer Science, or related field (preferred).
• Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or VMware Certified Professional (VCP) are advantageous.
• Proven experience in technical support roles with a strong understanding of hardware, software, networking, and IT systems.
• Proficient in ITSM practices including incident, problem, and change management.
• Strong analytical and problem-solving skills for diagnosing complex technical issues.
• Ability to develop clear and concise technical documentation and guides.
• Excellent communication skills, able to convey technical concepts to non-technical users.
• Experience mentoring junior staff and collaborating with cross-functional teams.
• Experience operating and troubleshooting Audio-Visual and Conferencing equipment (e.g., Polycom, Zoom Rooms, Microsoft Teams Rooms, projectors, and conference audio systems).

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

• Advanced understanding of computer hardware, software, and networking.
• Experience with troubleshooting tools and diagnostic software.
• Familiarity with database management and server administration.
• Knowledge of virtualization technologies (e.g., VMware, Hyper-V).
• Strong technical writing and documentation skills.
• Hands-on experience with AV conferencing systems, including setup, configuration, and troubleshooting of microphones, speakers, cameras, and control systems.