Help Desk Level II at Pacific Health Group
Pacific Health Group
full-time
Posted on:
Location: Arizona, California • 🇺🇸 United States
Visit company websiteSalary
💰 $28 - $34 per hour
Job Level
Mid-LevelSenior
Tech Stack
iOSVoIP
About the role
- We are seeking a skilled Help Desk Level Two technician to join our IT support team.\n
- This role is responsible for providing advanced technical assistance, troubleshooting, and support to end users.\n
- The ideal candidate is a communication expert who can efficiently resolve complex technical issues while maintaining high levels of customer service.\n
- Provide second-level technical support for hardware, software, and network issues.\n
- Manage and resolve tickets using an enterprise ticketing system within defined SLAs.\n
- Troubleshoot and support Mac OS and Mac laptops, ensuring optimal performance.\n
- Assist users with iPads and iOS devices, including configurations and troubleshooting.\n
- Support MDM solutions, ensuring efficient device management and security policies.\n
- Administer Google Workspace, including user management and permissions.\n
- Administer RingCentral, including VoIP configurations and troubleshooting.\n
- Collaborate with internal teams to implement IT solutions and improve support processes.\n
- Be responsible for quick response times (SLA’s)\n
- Help Mentor Level I tech’s by sharing knowledge\n
- Efficient, clean, clear documentation of processes, FAQ’s\n
- Communicate effectively with users, providing clear and professional assistance.\n
- Work directly with the IT manager and act as a conduit for the business if the IT manager is unavailable.
Requirements
- 3+ years of experience in a Help Desk or IT support environment.
- 3+ years of experience using a ticketing system for issue resolution.
- Strong communication and interpersonal skills to engage with users and stakeholders.
- Proficiency in Mac OS, Mac laptops, and Apple ecosystems.
- Hands-on experience with iPads and iOS devices in enterprise environments.
- Expertise in MDM solutions for managing mobile devices and enforcing policies.
- High school diploma or equivalent; additional certifications are a plus.
- Experience with Google Admin Console for managing users and services.
- Experience administering RingCentral VoIP system