Help Desk II NWG

Location: Birmingham, Alabama
Title: Help Desk II
Schedule (FT/PT): Regular Full Time
Travel Required: No
Government Clearance: Ability to Obtain

Provides help desk support for all hardware, software, and telecom needs. Performs as part of a dedicated and customer-focused IT team to ensure that all end user needs are fulfilled.

• Provides phone and desk-side oversight for the timely resolution of technical issues.
• Assist Tier 1 help desk in resolving issues beyond their level of support.
• Escalates more complex issues to Tier 3 for resolution.
• Issues are to be fully documented in the ticketing system.
• Evaluates and prioritizes solutions with users and communicates estimated resolution times.

• Ability to multi-task
• Diagnose and resolve technical issues related to operating systems, applications, network connectivity, hardware malfunctions and user access problems

Education and Experience:

• High School
• 3+ years preferred experience in Help Desk/ Desktop Support

• Computer operating systems
• Networking
• Computer hardware
• Ticketing systems
• Service Now experience a plus
• The ability to troubleshoot problems associated with computers and associated devices
• Basic understanding of computer installation, maintenance, and software support
• Microsoft Office
• Engineering software
• Basic business software

Customer service skills

Some College or Certifications a plus

Will require lifting boxes of computer equipment

Indoors

North Wind offers a competitive pay and benefits package to include health, life, and disability insurance benefits, 401(k) with company match, generous paid leave and tuition reimbursement for eligible employees. As a company, we are committed to employee wellness, professional development, and work‑life balance. We value safety, reliability, and commitment to our people! For more information about our benefits or hiring philosophy, visit the North Wind Career Opportunities Page.

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions. The nature of those accommodations will be determined on a case‑by‑case basis. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact our Helpline  or use the Request for Reasonable Accommodation form to get assistance.

North Wind is an Equal Employment Opportunity (EEO) employer and welcomes all qualified applicants. Applicants will receive fair and impartial consideration without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or other legally protected status. All qualified applicants will receive consideration for employment without regard to their protected veteran status and will not be discriminated against on the basis of disability.

Proof of citizenship will be required as a condition of employment.

Candidates may be required to obtain and hold a Secret or Higher US Government Clearance.