Help Desk Level II

Job Title: Help Desk Level IILocation: Remote-US-CA-AZ-South NevadaJob Type: Full-timeReports To: IT ManagerPay Range: $28.00 to $34.00 per HourJob Summary:We are seeking a skilled Help Desk Level Two technician to join our IT support team. This roleis responsible for providing advanced technical assistance, troubleshooting, and support to endusers. The ideal candidate is a communication expert who can efficiently resolve complextechnical issues while maintaining high levels of customer service.Key Responsibilities:Provide second-level technical support for hardware, software, and network issues.Manage and resolve tickets using an enterprise ticketing system within defined SLAs.Troubleshoot and support Mac OS and Mac laptops, ensuring optimal performance.Assist users with iPads and iOS devices, including configurations and troubleshooting.Support MDM solutions, ensuring efficient device management and security policies.Administer Google Workspace, including user management and permissions.Administer RingCentral, including VoIP configurations and troubleshooting.Collaborate with internal teams to implement IT solutions and improve supportprocesses.Be responsible for quick response times (SLA’s)Help Mentor Level I tech’s by sharing knowledgeEfficient, clean, clear documentation of processes, FAQ’sCommunicate effectively with users, providing clear and professional assistance.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