At Hayes, a Help Desk Technician II is responsible for support of end user service requests and technical issues. Provides technical expertise for operational processes such as onboarding, vendor service requests, and minor projects. Assists clients with any issues involving their computer hardware, communications software, or computer applications. Always follows operational best practices and continuous Service Management improvement. Ensures SLA’s are met and strive for a near 100% customer satisfaction rating. Assists in generating documentation and management of inventory. This position reports to the Director of IT.
Location and Hours
- Fort Lauderdale, FL
- Monday - Friday from 9am - 6pm (1 remote day will be provided once fully settled into the role)
Essential Duties and Responsibilities:
- Provides technical support to users by researching and answering questions, troubleshooting problems, and maintaining workstation and LAN performance.
- Assists in the provisioning, deployment, management, and tracking of all end-user equipment and hardware.
- Provides answers to clients by identifying problems, researching answers, and guiding clients through corrective steps.
- Updates job knowledge by participating in educational opportunities and maintaining personal networks.
Education and Work Experience Requirements:
- Bachelor's degree in computer science, information technology, or equivalent technical experience.
- Technical certifications such as Microsoft Fundamentals (365 or Azure), CompTIA A+, Salesforce Associate.
- General familiarity with technical systems such as: Active Directory, Microsoft Azure, Microsoft Intune, Salesforce, NinjaOne, RingCentral, and Microsoft 365.
- 1+ Years in a help desk or technical support role.
