Help Desk Technician, Level 2
- Provide Level 2 technical support to end-users, troubleshooting and resolving desktop-related issues in a timely and efficient manner
- Manage and maintain the Active Directory environment, including user and group management, group policy administration and system security
- Perform desktop deployments, including operating system installations, software installations and configurations
- Collaborate with the IT team to develop and implement desktop imaging and deployment strategies
- Support and administer Office 365 applications, including Exchange Online, SharePoint and OneDrive
- Configure and manage Mobile Device Management (MDM) solutions to ensure secure mobile device usage and compliance with organizational policies
- Monitor and maintain desktop performance, identify areas for improvement and implement necessary optimizations
- Collaborate with vendors and third-party providers to resolve hardware and software issues and coordinate warranty repairs or replacements
- Create and maintain technical documentation, including user guides, knowledge base articles and standard operating procedures
- Stay up to date with industry trends and advancements in desktop technologies, proactively identifying opportunities to enhance the organization's desktop environment
- Bachelor’s degree in computer science, information technology or a related field (or equivalent work experience)
- 3+ years of experience as a Desktop Engineer or in a similar role, providing Level 2 technical support
- Strong knowledge and experience in managing Active Directory, including user and group management, group policy administration and security
- Proficiency in Windows operating systems (Windows 10/11) and troubleshooting desktop-related issues
- Experience supporting and administering Office 365 applications, such as Exchange Online, SharePoint and OneDrive
- Familiarity with Mobile Device Management (MDM) solutions, preferably with experience in implementing and managing MDM platforms
- Excellent problem-solving skills and the ability to diagnose and resolve technical issues independently
- Strong customer service orientation with excellent communication and interpersonal skills
- Ability to work effectively in a team-oriented, collaborative environment
- Detail-oriented with a focus on documentation and maintaining accurate records
- Relevant certifications, such as Microsoft Certified Desktop Support Technician (MCDST), Microsoft 365 Certified: Modern Desktop Administrator Associate, or similar, are a plus
Senior Project Manager
LaSalle Network
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