IT Help Desk II-Knoxville Office Onsite-Close Date

General Purpose of Job

Desktop Support II is responsible for providing advanced technical support and troubleshooting for desktop systems, applications, and peripherals. This role ensures efficient resolution of complex user issues, enhances overall user experience, and contributes to the stability and security of the IT environment. By collaborating with other IT teams and maintaining clear documentation, Desktop Support II plays a critical role in optimizing technology performance and supporting organizational goals.

• Provide advanced technical support within time limits dictated by the Service Level Agreement (SLA) for desktop hardware, software, and peripherals, addressing complex issues that Help Desk can not resolve.
• Diagnose and resolve technical problems related to operating systems and applications utilizing remote support tools when necessary.
• Assist end-users with issues related to software installation, configuration, and functionality, ensuring a timely and effective resolution.
• Maintain accurate records of support requests, resolutions, and user interactions in the ticketing system, contributing to the knowledge base for future reference.
• Provide guidance and training to Help Desk staff and end-users on software usage and best practices for maintaining systems performance.
• Conduct regular maintenance and upgrades on desktop hardware, including workstations, printers, and mobile devices, ensuring optimal performance.
• Work closely with other IT teams, such as network, processing, and systems, to resolve cross-functional issues and ensure seamless service delivery.
• Ensure that all systems adhere to company security policies and protocols, including implementing patches and updates in a timely manner.
• Provide exceptional customer service, demonstrating patience and understanding while addressing user concerns and technical issues.
• Identify and elevate unresolved issues to Desktop Support III or relevant IT teams, ensuring proper documentation and follow-up.
• Assist in IT projects, such as deployments or migrations, by providing technical expertise and support as needed.
• Assist in managing IT inventory, including collecting equipment and ensuring compliance with company procedures and policies.
• Provide after-hours “on‑call” support in accordance with established policy.
• Execute other assigned tasks as delegated by IT Management.