The Level II Help Desk Technician will provide advanced technical support to our internal customers, ensuring a seamless and efficient IT environment. The ideal candidate will exhibit strong problem-solving skills, extensive technical knowledge, and excellent communication abilities. They will be responsible for resolving more complex issues across all IT platforms while demonstrating excellent customer service. They must be able to work independently, but still be able to demonstrate team collaboration across a multi-site IT support structure.

Job Responsibilities:

Mindset: Cultivate and promote a growth mindset within the IT team, encouraging continuous learning, innovation, and adaptability.
Customer Service: Model excellent customer service by clearly communicating the solution to the end user while demonstrating patience and empathy.
Mentoring: Provide guidance to less senior technicians, helping to enhance their technical skills.
Problem Resolution: Diagnose and resolve complex technical issues, including software, hardware, and network problems.
Incident Management: Handle incidents and service requests within the Zendesk Ticketing system, ensuring timely resolution and compliance with SLA performance metrics.
System Administration: Perform advanced tasks in Active Directory, Exchange, and File Administration.
Network Support: Assist in managing and troubleshooting network-related issues, including RDS / Terminal Services remote access.
Security: Identify and mitigate security threats, including phishing and malware, using various cybersecurity tools. Assist with remediating high-risk vulnerabilities.
Documentation: Create and update technical documentation, knowledge base articles, and standard operating procedures.
Project Support: Assist with IT projects, including deployments, migrations, and upgrades.
Hardware, OS and Software: Install, configure, and troubleshoot more complex hardware and software issues (SAGE, Paperless). In depth knowledge of Windows 10/11 operating systems.
Mobile Device Management (MDM): Configure, manage, and support mobile devices (smartphones, tablets) across various platforms (iOS, Android) using Mobile Device Management (MDM) solutions.
Remote Support: Provide remote support for multiple locations and occasionally conduct site visits, which may include overnight stays. Local travel to other branch locations within 3-20 miles as needed.
Availability: Provide weekend or after-hours support as needed.

Necessary Skills & Experience:

Education: Bachelor�s degree in Information Systems, Computer Science, or a related field (preferred).
Experience: 3-5 years of relevant help desk or technical support experience.
Technical Proficiency: Advanced knowledge of Windows 10/11 operating systems, Active Directory, Exchange, and network protocols.
Communication: Excellent verbal and written communication skills.
Problem-Solving: Strong analytical and problem-solving abilities with a focus on customer satisfaction.
Certifications: Relevant certifications such as CompTIA A+, Network+, Security+, or Microsoft Certified: Modern Desktop Administrator Associate (preferred but not required).
Bilingual Skills: Proficiency in English and Spanish is an advantage.
Physical Requirements: Ability to lift and move equipment weighing up to 50 lbs.

Perks & Pluses:

Medical, Dental, Vision, FSA
401(k) with company match.
9 paid holidays per year.
Paid vacation and sick leave
Technical conference participation and/or advanced technical IT training.

Join an elite team of IT professionals who have a proven technical track record for superior customer service. At Gothic Landscape, the customer comes first, and a successful team member will go above and beyond to ensure the IT needs of the company are met.

Here at Gothic Landscape, we believe that your success is our success. Apply today and experience a wonderful and rewarding career in IT!

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We are committed to providing equal employment opportunities to all employees and applicants without regard to race (including traits historically associated with race, such as hair texture and protective hairstyles, including braids, locks, and twists), ethnicity, religion, color, sex (including childbirth, breast feeding, and related medical conditions), gender, gender identity or expression, uniform service member and veteran status, marital status, pregnancy, age, national origin, ancestry, citizenship status, disability, protected medical condition, genetic information, sexual orientation, or any other protected status in accordance with all applicable federal, state, and local laws.

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Desktop Support Specialist - Level II