Help Desk Technician- Level II

Sentrillion is seeking a Full-Time, Non-Exempt Help Desk Technician- Level II to deliver onsite technical support for a 24/7 help desk in Sierra Vista, AZ. This role covers evenings, overnights, and daytime hours, with a focus on telephonic and remote troubleshooting, accurate ticket documentation, and coordination with maintenance personnel.

Onsite Support and Ticket Management

• Open, update, and close maintenance records in the Nationwide Operations Resource Management Ticket system, documenting actions taken to resolve issues.
• Create, update, and close trouble ticket records in the Nationwide Operations Resource Management Ticket system, documenting actions taken to resolve issues.
• Assign trouble tickets to the appropriate maintenance personnel.
• Monitor and report the status of open trouble tickets.

Technical Assistance and Remote Troubleshooting

• Provide telephonic technical assistance and support.
• Provide after-hours on-call telephonic technical support according to the published schedule.
• Remotely install software and device drivers on computers.
• Remotely troubleshoot computer operating systems for hardware and software problems.

Schedule and Compliance Requirements

The position supports a designated schedule that includes weekends and holidays. Attendance and punctuality are required, and the role also involves on-call coverage based on the published after-hours schedule.

Required Qualifications

• High school diploma (or equivalent experience).
• 1-3 years of relevant experience.
• Proficiency with computer peripherals, hardware, and software.
• Ability to troubleshoot a variety of computer issues.
• Capacity to obtain and maintain required government-issued security clearances.
• Strong problem-solving skills.
• Must be able to use Microsoft Windows and Microsoft Office platforms.
• Valid driver’s license and ability to meet Sentrillion Safe Driving Requirements.

Technology Stack

• Nationwide Operations Resource Management Ticket system
• Microsoft Windows
• Microsoft Office

Compensation

USD 19 - 21 per hour

Benefits

• Health insurance
• Dental and vision coverage
• Life insurance options
• Accidental death, and dismemberment insurance
• Long and short-term life insurance
• Health care flexible spending account
• Dependent care flexible spending account
• 401(k) plan
• Education reimbursement
• Training and certificate reimbursement
• Paid vacation
• Holiday
• Jury duty
• Bereavement
• Military leave

Working Style and Communication

• Organized approach with the ability to prioritize tasks effectively.
• Strong communication skills, both written and verbal.
• Flexibility to adapt to changing business needs.
• Strong detail-oriented skills and ability to multi-task while changing priorities quickly.