IT Helpdesk II
Provides Level II internal IT helpdesk support, handling user administration, desktop troubleshooting, hardware and software requests, account audits, patching, and escalations. Requires three years of helpdesk experience, Okta and Google Workspace administration, and high school education.
About the job
Responsibilities
- Keep regular office hours in the assigned SpotOn office.
- Handle helpdesk tickets as a frontline technician and initial escalation point.
- Manage user administration, including onboarding, offboarding, account changes, password resets, and account unlocks.
- Provide desktop support for hardware, software, and services.
- Provision and deprovision licenses.
- Process hardware requests and track asset assignment, return, and retirement.
- Provide first response for issues from VIPs, including executive leadership and executive assistants.
- Perform user and account audits, regular maintenance, and patching.
- Serve as a specialist for designated products and services.
- Own special projects and respond to unexpected issues.
- Perform other assigned duties and projects.
Requirements
- 3 years of experience in a similar helpdesk role.
- 2 years of experience with Google Apps for Business or a similar service.
- 2 years of experience with Okta or a similar service.
- High school diploma.
- Intermediate knowledge of Okta user and group management.
- Intermediate knowledge of Google Workspace user and group management and administration.
- Intermediate knowledge of Macintosh and Windows configuration and administration.
- Moderate troubleshooting skills for desktop hardware.
- Basic PC hardware upgrade and repair skills.
- Moderate knowledge of networking technologies.
- Moderate knowledge of VoIP softphone and telephony services.
- Good US English verbal and written communication skills.
Nice-to-haves
- Multilingual communication skills.
- CompTIA A+, Network+, Tech+, or similar certification.
Skills
Okta, Google Workspace, Macintosh, Windows, Desktop Support, Pc Hardware, Networking, Voip, Telephony, Asset Tracking, Patching, Comptia A+
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