Helpdesk Support Specialist Level II

Job Summary: The Helpdesk Support Specialist Level II will provi de IT help desk support to internal end users remotely with some occasional on - site possible . Find fixes, workarounds and final solutions by troubleshooting issues while providing exemplary customer service. Role and Responsibilities: Respond to tickets in accordance with SLA guidelines Record, track, and document the help desk request problem solving process including actions taken through to the final resolution Resolve support tickets Install and configure hardware and software Provide occasional on-site support to end users in your region User account management - onboarding and offboarding Support an environment that includes Azure AD, Windows, AD, Windows , Android, Mac OS , and IOS devices Troubleshoot and basic configuration of n etwork ing hardware (routers, switches, APs) Microsoft 365 administration and management VoIP system configuration and troubleshooting Create documentation for internal IT, and for end user t rainin g Required Skills/Abilities: Technically capable and a self-starter , ability to self-teach Strong organizational and customer service skills Innovative and creative approach to problem solving Proficient in multitasking and prioritization Attention to detail Ability and willingness to work in a collaborative team environment May be required to travel to client sites, work weekends or after hours and work mandatory overtime when necessary Solid understanding of computers, networks, software , and VoIP systems Experience with Microsoft 365 , Active Directory, and Microsoft server and workstation applications Experience with Meraki, Fortinet, Sonicwall , and Unifi devices Education and Experience: Bachelor's Degree preferred T hree + years of tech support experience required Experience with Dental technology and supporting Dental practices preferred PIf23fdfab5f6b-2937