Help Desk Specialist L2

This position will be on-site at our Irvine, CA Location

Pay Range $70,304 to $80,000

POSITION SUMMARY:

The Help Desk Specialist Level 2 role provides multi-faceted support to all ADDMAN internal clients/end users in an Information Technology Service Desk capacity. The role is primarily responsible for the intake of customer issues/problems through various channels, including phone, e-mail, Microsoft Teams, and the IT ticketing system. These issues include a variety of desktop technologies, including hardware, operating systems, printing, applications, and VPN technologies. This role is focused on escalated ticket resolution, thereby delivering the best customer experience for our team. 

ESSENTIAL JOB FUNCTIONS:

• Provides case creation and triage for all incoming events utilizing our IT Ticketing system.
• Adheres to customer defined operating processes & procedures policies/knowledge base articles.
• Perform advanced systems analysis to identify root causes of recurring technical issues and develop permanent corrective solutions.
• Provides advanced technical support & resolution for desktop services according to established Service Level Agreements (SLAs). 
• Installs, configures, and maintains operating systems (Windows, macOS) and software applications. 
• Perform advanced troubleshooting involving operating systems
• Provide feedback to IT leadership regarding opportunities to improve the quality and value for our internal clients to foster relationships and trust with our internal customers.
• Ability to work in a high-energy environment with constantly shifting priorities.
• Works independently and escalates as appropriate on the customers’ behalf.
• Collaborate with fellow employees and customers in sharing issue resolutions by updating policies, procedures and knowledge base articles.
• Occasional travel may be required.
• Perform other duties as directed.
• Analyze system performance metrics and recommend infrastructure improvements
• Mentor Help Desk Level I personnel and provide technical leadership to support staff.

SKILL REQUIREMENTS:

• Provide hands-on and remote technical support to end users. 
• Troubleshoot hardware and software issues, including desktops, laptops, printers, and peripherals. 
• Assist with network connectivity, including wired and wireless connections. 
• Collaborate with other IT team members to resolve complex technical problems. 
• Educate end users on basic IT procedures and best practices. 
• Document support requests, resolutions, and system changes. 
• Maintain inventory of hardware and software assets. 
• Perform routine maintenance tasks, such as system updates and patches. 
• Ensure compliance with company IT policies and security protocols. 

QUALIFICATIONS:

• 3 years of IT work experience and/or progress toward completing IT certifications/degrees.
• Familiarity with Active Directory, Group Policy, and end-user management.
• Proficient with cloud management of Microsoft 365, Azure, Intune.
• Knowledge of virtualization technologies, and server management.
• Strong oral, written, and interpersonal communication skills.
• Proficiency in diagnosing and resolving technical issues across Windows and Server platforms.
• Proactively initiates key relationships to collaborate and pool resources with internal and external partners.
• Ability and desire to learn new technologies and concepts quickly.
• Effective at building trust in relationships with peers, clients, and management.
• Ability to work a flexible schedule, including occasional nights and weekend shifts.

WORK ENVIRONMENT:

• This job operates in a professional additive manufacturing, traditional manufacturing, and office environment. This role routinely uses standard office equipment such as printing, computers, phones, photocopiers, filing cabinets, etc.

PHYSICAL DEMANDS:

• Ability to accomplish the physical requirements of the position with or without reasonable accommodation.

SAFETY AND POLICY PRACTICES:

Each employee must be knowledgeable of standard safety policies and procedures and adhere to them while supporting the goals and objectives of the organization and recognizing the Company’s need to achieve its business objectives. Each employee is responsible for complying with company hazardous waste disposal procedures.

This position is subject to the International Traffic in Arms Regulations (ITAR) which requires U.S. person status. ITAR defines U.S. person as an U.S. Citizen or U.S. Permanent Resident.

AFFIRMATIVE ACTION:

ADDMAN is proud to be an Equal Opportunity Employer of Minorities, Women, Protected Veterans, and Individuals with Disabilities. All terms and conditions of employment will be administered without regard to an individual’s sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected veteran status, or any other characteristic protected by applicable law.

NOTE: This job description is intended to describe the general level of work being performed. This job description is not intended to be all-inclusive. The duties of this position may change from time to time, and the employee may perform other related duties to meet the ongoing needs of the organization. ADDMAN Engineering reserves the right to add, delete or modify these duties and responsibilities at its discretion. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position. Employment is at-will, and nothing in this job description is intended to create or imply a contractual relationship or alter the at-will status of the employee.