IT Help Desk Technician II

Join our dynamic team at BKF Engineers as an IT Help Desk Technician II!

In this advanced support role, you will provide exceptional technical assistance to users and play a crucial part in maintaining our organization's IT infrastructure. You will utilize your expertise to troubleshoot complex issues and mentor junior team members.

Key Responsibilities:

• Troubleshoot and resolve a variety of technical issues related to hardware, software, and networking for end-users.
• Serve as a primary point of contact for Tier 1 and Tier 2 technical support issues, resolving routine requests independently while taking ownership of more complex problems and escalating when appropriate.
• Oversee the installation, configuration, and upgrading of systems, applications, and peripherals.
• Develop and maintain documentation for IT processes, procedures, and troubleshooting guides.
• Monitor and manage help desk ticketing system to ensure timely responses and resolutions.
• Mentor and train junior help desk staff in best practices and technologies.
• Implement and assist in IT projects including installations, upgrades, and migrations.
• Stay up-to-date with the latest technologies to efficiently support users and enhance systems.

Join our dynamic team at BKF Engineers as an IT Help Desk Technician II!

In this advanced support role, you will provide exceptional technical assistance to users and play a crucial part in maintaining our organization's IT infrastructure. You will utilize your expertise to troubleshoot complex issues and mentor junior team members.

Key Responsibilities:

• Troubleshoot and resolve a variety of technical issues related to hardware, software, and networking for end-users.
• Serve as a primary point of contact for Tier 1 and Tier 2 technical support issues, resolving routine requests independently while taking ownership of more complex problems and escalating when appropriate.
• Oversee the installation, configuration, and upgrading of systems, applications, and peripherals.
• Develop and maintain documentation for IT processes, procedures, and troubleshooting guides.
• Monitor and manage help desk ticketing system to ensure timely responses and resolutions.
• Mentor and train junior help desk staff in best practices and technologies.
• Implement and assist in IT projects including installations, upgrades, and migrations.
• Stay up-to-date with the latest technologies to efficiently support users and enhance systems.

• Bachelor's degree in Information Technology, Computer Science, or related field preferred; relevant work experience will be considered.
• 2-4 years of experience in IT support or help desk environments.
• Strong troubleshooting skills with experience in diagnosing and resolving technical problems.
• Proficient in Windows OS, Microsoft Office applications, and network protocols.
• Excellent written and verbal communication skills with a focus on customer service.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Experience in mentoring or training junior staff is a plus.
• Willingness to work flexible hours when necessary to assist with critical issues.

Physical Demands:

Must be able to frequently talk, listen, and operate IT devices; occasional lifting of equipment up to 50 pounds may be required.

Work Conditions:

The IT Help Desk Technician II will work primarily in an office environment, supporting a range of users; travel to other locations may be necessary to provide on-site support. Standard office hours with occasional off-hours support may be required during major incidents or system upgrades.

• The typical base salary range for this position is $23.00 - $30.00 per hour and may vary depending upon skills, experience, education, and geographical location. This is an hourly position paid bi-weekly.
• Competitive salaries, end of year bonuses, profit sharing, and 401k.
• Medical, Dental, and Vision Benefits
• Generous vacation and sick time packages.
• 8 Paid Holidays.
• Flexible schedules.
• Education reimbursement, Paid annual dues for professional and societal organizations.
• BKF offers competitive and award-winning benefits and perks. To learn more click here.

BKF Engineers provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

BKF Engineers does not accept unsolicited resumes from recruiters or employment agencies. In the event a recruiter or agency submits a resume or candidate without a previously signed agreement and a specific solicitation for the position or other approved engagement request for the position with BKF Engineers, BKF Engineers reserves the right to pursue and hire those candidate(s) without any financial obligation to the recruiter or agency. Any unsolicited submittals are done at the risk of the recruiter.

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