Helpdesk Engineer II

As a Helpdesk Engineer II, you'll be at the heart of keeping our teams connected, productive, and firing on all cylinders. Troubleshoot and resolve end-user hardware, software, application, access, and connectivity issues — quickly and with confidence. Manage incidents and service requests like a pro, keeping SLAs in check and support processes running smoothly. Take on intermediate to complex technical challenges and know exactly when to loop in additional expertise through smart escalation. Document every troubleshooting step, resolution, and key detail accurately in the ITSM system so nothing falls through the cracks. Partner with internal technical teams to drive timely resolution on escalated issues and keep momentum going. Build out knowledge base articles, troubleshooting guides, and process documentation that make the whole team stronger. Spot recurring issues and surface opportunities to boost first-contact resolution and elevate overall service delivery. Share your expertise and mentor Helpdesk Engineer I team members, helping them grow and level up. Consistently hit the mark on productivity, quality, customer satisfaction, and SLA performance metrics. Proven experience in IT Helpdesk, Service Desk, or end-user technical support environments. Working knowledge of Windows, Microsoft 365, Active Directory/Entra ID, remote support tools, and basic networking concepts. Hands-on experience with ITSM platforms such as ServiceNow. Solid understanding of incident management, request management, and SLA-driven processes. A customer-first mindset with the ability to juggle multiple priorities without breaking a sweat. Relevant certifications such as ITIL Foundation, CompTIA A+, or Microsoft 365 Fundamentals. Experience supporting users in a hybrid or remote work environment. Familiarity with automation tools or scripting basics to streamline repetitive tasks. Prior experience contributing to continuous improvement initiatives within a support function. Exposure to cloud-based infrastructure and collaboration platforms beyond Microsoft 365. Minimum Qualifications. Strong verbal and written communication skills. About Us.