IT Support Services II-Help Desk

This on-site role in Wilmington, DE offers a solid benefits package, opportunities for professional development, and a collaborative environment focused on delivering reliable IT support. You will provide tier II technical assistance across applications, hardware, and networks, mentor junior teammates, and contribute to client-facing IT initiatives.

Benefits

• Medical, dental, vision, and life insurance
• 401(k) with employer match
• Unlimited vacation time after one year of employment, with 10 vacation days during the first year
• Paid sick time
• Ten holidays, including your birthday and a floating holiday
• Healthy lifestyle reimbursement
• Amazon Prime reimbursement
• 40 hours of paid volunteer time
• Paid parental leave
• Reimbursement for ongoing education and certifications
• Access to learning and development programs

Responsibilities

• Provide tier II support for application, hardware, and network issues escalated from junior team members, ensuring timely resolution
• Respond to user service requests with a focus on outstanding customer service and a positive user experience
• Assist in the administration and management of IT systems, including servers, workstations, and cloud environments
• Diagnose and resolve complex technical problems across Windows, macOS, Linux, and mobile devices
• Maintain comprehensive documentation of support processes, troubleshooting steps, and system configurations
• Assist in training and mentoring junior IT support staff, sharing best practices and technical guidance
• Participate in IT projects such as software deployments, system upgrades, and network enhancements, delivering on time and within scope
• Monitor systems and networks for performance and security, proactively addressing potential issues
• Manage user accounts, permissions, and access rights across various systems and applications
• Track incident trends, root causes, and resolutions to improve IT services and support processes

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent experience
• 3-5 years of experience in IT support or system administration, preferably in a corporate setting
• Strong knowledge of Windows Server, Linux, macOS, and enterprise applications
• Solid networking understanding, including TCP/IP, DNS, DHCP, and VPN configurations
• Experience with helpdesk and ticketing systems such as ConnectWise, ServiceNow, JIRA, or Zendesk
• Excellent problem-solving abilities and efficient troubleshooting of complex technical issues
• Strong communication skills with the ability to explain technical concepts to non-technical users

Technologies

• Windows Server
• Linux
• macOS
• ConnectWise
• ServiceNow
• JIRA
• Zendesk
• AWS
• Azure
• VMware
• Hyper-V

Preferred Experience

• Experience with ConnectWise
• Certifications such as CompTIA A+, Network+, or Microsoft Certified Solutions Expert (MCSE)
• Experience with cloud services (AWS, Azure) and virtualization technologies (VMware, Hyper-V)
• Knowledge of IT security practices and data protection regulations