Level II Helpdesk Technician

Summary:
The PC Systems Administrator/Analyst will provide Tier I and II support for desktop, application, and network issues, managing both phone and in-person requests. This role includes troubleshooting, escalating issues as needed, and participating in IT projects like OS upgrades and software installations. The ideal candidate has strong communication skills, customer service expertise, and technical knowledge in Windows, MacOS, Office 365, and ITIL processes.

Position Info:

• Title: Level II Helpdesk Technician
• Client: Alldata / AutoZone / WEST
• Duration: 6 Months
• Location: Elk Grove, California 95757
• Work Mode: Onsite

Responsibilities:

• Provide Tier I and II support for users, handling desktop, application, and network issues.
• Document and track technical issues to ensure timely resolutions and status reporting.
• Manage and troubleshoot Active Directory services, Office 365 environments, and user permissions.
• Maintain hardware and software setup, upgrades, and troubleshooting, both remotely and onsite.
• Support ticketing processes and maintain customer satisfaction and ticket closure rates of 96.5% or higher.

Skills/Qualifications:

• Experience managing Microsoft Domain Users, Windows OS, MacOS, and VMware.
• Proficiency with ITIL service management software (e.g., ZoHo ServiceDesk, Atlassian Suite, SMAX).
• Experience in Office 365 user support and account management.
• Strong customer service, communication, and documentation skills.
• Applied knowledge of ITIL support processes, including incident and change management.
• Ability to work independently, prioritize in a fast-paced environment, and demonstrate a proactive approach to problem-solving.