Help Desk Technician II

Description The IT Help Desk Technician II provides internal support for employees and contractors. Candidates should have a mix of technical and customer service skills and be passionate about technology and helping people. Daily tasks include the support of The Odom Corporation's PCs, tablets, cell phones, application platforms, Office 365, printers, copiers, etc. The ability to communicate technical information, both verbal and written, to a wide range of end-users will be critical in this role. Pay ranges from $25.00 - $35.00 per hour Essential Duties & Responsibilities include but are not limited to: Technical Support: Respond to Help Desk issues through tickets, email, chat, walk ins or phone. Troubleshoot and resolve complex technical issues related to hardware, software, printers, applications, and network connectivity. Analyze problems, identify root causes, and provide effective solutions in a timely manner. Escalation Handling: Act as a point of contact for Level 1 technicians. Receive escalated tickets and provide guidance and assistance to junior technicians, ensuring they follow best practices and resolve issues efficiently. Ability to trouble-shoot and partner with Enterprise Teams for resolution. Incident and Service Request Management: Properly document and track all incidents and service requests, maintaining accurate and up-to-date records in the ticketing system. Monitor the status of open tickets and ensure timely resolution and closure. Customer Service: Deliver excellent customer service, maintaining a professional and courteous demeanor while communicating with end-users. Provide clear explanations of technical solutions and ensure users are satisfied with the resolution. Hardware and Software Deployment: Assist with the setup, configuration, and deployment of computer hardware, peripherals, and software applications. Ensure compliance with organizational standards and security protocols. Remote Support: Utilize remote support tools to troubleshoot and resolve issues for off-site employees or remote branches. Guide end-users through the troubleshooting process when necessary. Solutions and Documentation: Contribute to the knowledge base by creating and updating technical documentation, FAQs, and standard operating procedures. Training and Mentoring: Assist in training new team members and provide mentoring and guidance to help develop their technical skills and expertise. Collaboration: Collaborate with other IT teams to address complex issues and improve overall IT infrastructure, security, and services. Work closely with end-users and various business departments to understand their specific needs, challenges, and workflows. Act as a liaison between the IT department and business units to bridge communication gaps and ensure that technical solutions align with the organization's objectives. Onboarding and Offboarding: Collaborate with HR and relevant teams to facilitate the onboarding and offboarding processes. Inventory: Manage and monitor internal assets to ensure accurate inventory records. Reporting and Analytics: Analyze service desk queue for trends and recommends corrective actions Job Requirements 4-year college degree or higher in Computer Science, Computer Engineering, or related discipline or equivalent work experience preferred 2+ years working in Help Desk or customer service support 2+ years of Microsoft Stack experience (Windows, Office, etc.) Excellent verbal skills working with customers a must Willingness to participate in On-Call rotation and after-hours support. Proactively identify and resolve problems, researching answers and providing resources to other IT staff and users 2+ years working with a Help Desk ticketing software Ability to diagnose advance technical issues involving troubleshooting hardware and software 2+ years PC hardware support experience Experience with