Help Desk Tech II

In this hybrid Help Desk Tech II role, you provide advanced technical support and act as the primary escalation point for help desk investigations and resolution.

Responsibilities

• Configure and set up workstations and laptops for on-site customers
• Handle internal and external inquiries related to hardware and software issues, resolving problems promptly
• Monitor, support, and troubleshoot infrastructure and operating issues, including failures, degradation, and event correlation
• Launch corrective actions to address connectivity problems and reduce downtime to maintain IT environment availability
• Create detailed technical documentation and standard operating procedures, including process and procedure guidance and best practices
• Partner with cross-functional technical teams and vendors to escalate and resolve issues quickly and reduce downtime

Requirements

• Experience with backup procedures
• Experience with Office365
• Strong understanding and experience with software monitoring tools
• Excellent interpersonal skills with the ability to build effective working relationships across the organization
• Strong organizational skills for managing multiple priorities and ongoing issues
• Advanced troubleshooting skills to resolve IT infrastructure and operational issues
• Clear verbal and written communication skills, including the ability to produce technical documentation and Standard Operating Procedures
• Experience performing hardware and software installations, configuring desktops and laptops, and troubleshooting related issues

Location and Schedule

• Horsham, PA (hybrid)
• Home based within 2 hours drive of Horsham location required

Compensation

• USD 48,900 - 81,500 per year
• Geographic differentials may apply in some locations to reflect local market rates
• Annual incentive bonus eligibility

Benefits

• Health care plans and benefits
• Modern Family Benefits, including maternity, paternity, adoption, and surrogacy
• Life assurance and accident policies
• Comprehensive pension and retirement plans
• Access to learning and development resources
• Working flexible hours

Conditions of Employment

• Must be a U.S. citizen to qualify for this position
• Must successfully pass a background investigation and achieve Public Trust security clearance

Work Style

• Focus on healthy work/life balance across the organization
• Wellbeing initiatives, shared parental leave, study assistance, and sabbaticals
• Support for meeting immediate responsibilities and long-term goals