Provide intermediate-level technical support handling escalated requests and collaborating with Tier I technicians to ensure timely resolution of complex technical issues.
Overview
We are seeking an experienced Help Desk II Technician to provide intermediate-level technical support to end users across hardware, software, and network systems. This role handles escalated support requests, works closely with Level I technicians, and ensures timely resolution of more complex issues while delivering excellent customer service. This is a contract starting end of December lasting until end of March.
Responsibilities:
Provide Tier II technical support for desktops, laptops, mobile devices, printers, and peripheral equipment.
Respond to and resolve escalated tickets related to operating systems, applications, network connectivity, VPN, email, and security issues.
Troubleshoot and resolve issues involving Active Directory, user accounts, permissions, and group policies.
Install, configure, and maintain hardware and software across the organization.
Assist with system upgrades, patches, and scheduled maintenance activities.
Collaborate with Tier I technicians to provide guidance, mentorship, and technical escalation support.
Document resolutions, update ticket notes, and ensure accurate tracking within the help desk system.
Support onboarding/offboarding processes, including device setup and user provisioning.
Maintain strong communication with end users, providing clear updates and ensuring customer satisfaction.
Escalate unresolved issues to Level III support, systems administrators, or network engineering teams when necessary.
Latitude Inc. is a Human Resource Consulting Firm providing staffing solutions and government services for companies and the public sector. They offer industry-specific consulting, contract, contract-to-hire, and permanent placement services across IT,...
