The Help Desk II - III role is responsible for providing high-level technical support, troubleshooting, and systems oversight across the organization. This position serves as a senior resource for complex technical issues, supports infrastructure stability, and assists in implementing technology solutions. The ideal candidate is proactive, highly analytical, and capable of working independently while supporting a collaborative team environment. Must know Office 365 Suite, Teams, Intune, SharePoint.
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ESSENTIAL DUTIES AND RESPONSIBILITIES
The essential functions include, but are not limited to the following:
• Provide advanced (Tier III) support for complex hardware, software, network, and VoIP system issues across 200+ users
• Serve as an escalation point for Tier I and Tier II support, assisting in diagnosing and resolving high-level technical problems
• Provide on-site and remote support for California staff and satellite offices
• Coordinate, configure, and deploy new workstations, laptops, and phone systems
• Troubleshoot and resolve network connectivity issues, including local area networks and endpoint configurations
• Maintain, support, and optimize computer hardware, software, printers, and office technology systems
• Assist in managing and maintaining office phone systems, including VoIP configurations and extensions
• Install, configure, and maintain software applications used across the organization
• Maintain detailed documentation of support issues, resolutions, and system configurations
• Collaborate with IT leadership to identify opportunities for system improvements and process efficiencies
• Stay current with emerging technologies, cybersecurity risks, and industry best practices
• Ensure protection and confidentiality of sensitive company and client information
• Maintain knowledge of regulatory requirements, including CFPB, FDCPA, and other applicable compliance standards
• Support data transfer processes and ensure accuracy and timeliness in handling client data
• Meet established deadlines and service level expectations
• Communicate regularly with leadership regarding system status, issues, and improvements
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MINIMUM QUALIFICATIONS (KNOWLEDGE, SKILLS, AND ABILITIES)
• Associate’s degree or technical certification in Information Technology or related field (Bachelor’s degree preferred)
• 5–10+ years of progressive IT support experience, including advanced troubleshooting responsibilities
• Strong analytical, problem-solving, and critical thinking skills
• Demonstrated ability to work proactively, identify issues before they escalate, and implement solutions
• Self-starter with the ability to work independently and manage multiple priorities effectively
• Strong organizational and time management skills
• Excellent communication and interpersonal skills
• Experience supporting VoIP systems, desktop environments, and network connectivity
• Working knowledge of FTP and other file transfer protocols
• Basic understanding of cybersecurity principles and best practices
• Strong mathematical and analytical aptitude
• Ability to communicate effectively across teams with a verity of employees across departments.
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PROFESSIONAL QUALITIES
• Proactive mindset with a focus on continuous improvement
• Strong problem-solving abilities with attention to detail
• Self-motivated and able to take initiative with minimal supervision
• Sense of ownership, accountability, and urgency
• Ability to work effectively in a fast-paced, team-oriented environment
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PHYSICAL DEMANDS AND WORK ENVIRONMENT
The physical demands described here are representative of those required to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.
• Work is primarily performed in an office environment
• Position involves prolonged periods of sitting and computer use
• Must be able to lift up to 30 lbs as needed
• Requires close vision, depth perception, and the ability to view computer monitors for extended periods
• Clear verbal communication is required for phone and in-person support
• Physically set up hardware for employees which may require lifting, squatting, and twisting ect.
