Help Desk Tech II

As a Help Desk Tech II, you will deliver technical support and act as the primary escalation resource for a team of Help Desk Support Specialists. The role focuses on troubleshooting and resolving end user and infrastructure issues to support a high-availability IT environment.

Role Overview

You will troubleshoot and resolve problems spanning desktop, laptop, printer, hardware, software, operating system, email, and related IT components. You will also coordinate escalation efforts to drive timely resolutions, minimize downtime, and help maintain stable customer-facing services.

Key Responsibilities

• Configure and set up workstations and laptops for on-site customers.
• Respond to internal and external customer inquiries related to hardware and software issues, and work to resolve problems promptly.
• Manage monitoring, support, and troubleshooting for infrastructure and operating issues, including failures, degradation, and event-correlation.
• Initiate corrective actions to resolve connectivity issues and reduce downtime to support availability of the IT environment for customers.
• Create detailed technical documentation and standard operating procedures to capture process, procedures, and best practices.
• Collaborate with cross-functional technical teams and external vendors to ensure prompt escalation, effective problem resolution, and reduced downtime.

Required Qualifications

• Experience with backup procedures.
• Experience with Office 365.
• Understanding and experience with software monitoring tools.
• Excellent interpersonal skills and the ability to build effective working relationships across the organization.
• Strong organizational skills for managing multiple priorities and concurrent issues.
• Excellent troubleshooting skills to resolve IT infrastructure and operational issues.
• Strong 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.

Tools and Technologies

• Office 365

Location and Work Model

The position is based in Horsham, PA (hybrid). A home-based setup within a 2-hour drive of the Horsham location is required.

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, with the ability to flex the time of day to align work with peak productivity.

Additional Conditions of Employment

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

Base Pay Range and Incentive

• U.S. National Base Pay Range: $48,900 - $81,500 per year.
• Geographic differentials may apply in some locations to reflect local market rates.
• This job is eligible for an annual incentive bonus.