Helpdesk Specialist II

Under the direction of the Helpdesk Manager, the Helpdesk Specialist II provides support in a fast-paced office and sales contact center environment as well as supporting remote facilities.

Local and remote support includes around 350-400 onsite users 2030 off site users in our headquarters in Scottsdale, AZ, and an additional 600-700 users in sites in the United Kingdom and the Philippines.

Provide end-user support on all company devices and employee personal devices utilizing ONEs software and systemsRecord detailed ticket activity and resolutions in service logs, using the help desk ticket tracking systemInstall, configure, and troubleshoot computers, printers and other peripheralsAssist in the setup of new user accounts and provide basic orientation to new usersRespond promptly to internal service inquiries and phone callsCommunicate and follow up with users while working on their issues and ensure successful and timely resolutionAssist with the maintenance of ONEs Active DirectoryAssist with office moves including all end-user hardware and other items where neededEscalate unresolved technical support issues to the appropriate IT team memberSet up and support video conference solutionsCreate knowledge base articlesParticipate in department on-call rotation coverage as neededOther duties or special projects as assigned Requirements High School Diploma or equivalent2+ years of Desktop Support experienceWorking knowledge of PC, VDI & Laptop ImagingProficiency in Microsoft Office Suite and familiarity with Windows and/or MacOS operating systems Skills Teamwork, multi-tasking, and excellent communication skillsStrong interpersonal and communication skillsSuperior organization, prioritization, self-motivation, and problem resolution skillsMental requirements include, but are not limited to, the ability to concentrate, take initiative, cope with stress, adapt to and stay alert in a business environment, and use independent judgement to accomplish resultsAbility to work in a fast-paced environment Preferred IT certifications preferred:CompTia A+CompTia Network +CompTia Security+Microsoft AzureMicrosoft Certified: Azure Virtual Desktop Specialty2+ years Working knowledge of Active Directory/Server and permissions Physical Demands Ability to be routinely exposed to equipment operational noise heat-cold-and dust.Adequate ability to stand, sit, squat, walk, bend, move, reach, or stretch for prolonged time periods with no restrictions, as required by job duties.Work safely and professionally while adhering to all regulatory requirements (OSHA, EPA, State, and Federal regulations, etc.).Comprehend and adhere to management directions and/or safety instructions with no restrictions.Effective communication in a business environmentPull, push, carry, lift, or move items up to 50 lbs.

throughout the work shift without assistance, as required by job duties.Ability to transport, install, and maintain equipment, including computers, printers, and monitors, lyin...