Help Desk Technician Level 2

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About Us: Fornida, LLC is a dynamic and innovative company dedicated to providing top-notch IT solutions and services. We are seeking a motivated and customer-focused Tier 2 IT Help Desk Technician to join our team. If you have a passion for technology and enjoy helping others, we want to hear from you!

: As an IT Help Desk Technician, you will be the first point of contact for our clients and employees experiencing technical issues. Your primary role will be to provide efficient and effective support, ensuring a high level of customer satisfaction and configuring hardware for optimal performance. This position requires excellent communication skills, technical expertise, and a proactive approach to problem-solving.

Key Responsibilities:

• Respond to incoming help desk tickets, phone calls, and emails in a timely and professional manner.
• Diagnose and resolve technical hardware and software issues.
• Configure, deploy and maintain desktops, laptops, servers, switches, firewalls, and other peripheral devices.
• Assist users with account setup, password resets, and access issues.
• Provide basic network troubleshooting and support.
• Document and track all incidents, resolutions, and follow-up actions in the help desk system.
• Escalate complex issues to higher-level support or appropriate departments as needed.
• Educate users on best practices and provide guidance on IT policies and procedures.
• Maintain a positive and professional attitude while delivering excellent customer service.
• Assist with configuration of Servers, Storage, and Networking gear.

Requirements:

• High school diploma or equivalent; an Associate's degree or technical certification in IT is preferred.
• Proven experience in a help desk or technical support role.
• Strong knowledge of Windows and macOS operating systems.
• Familiarity with basic networking concepts (TCP/IP, DNS, DHCP).
• Excellent problem-solving skills and attention to detail.
• Strong verbal and written communication skills.
• Ability to work independently and as part of a team.
• Customer-oriented with a focus on providing high-quality support.
• Ability to manage multiple tasks and prioritize effectively.
• Must be able to lift 50lbs.

Preferred Qualifications:

• Experience with help desk ticketing systems.
• Basic understanding of Active Directory and Microsoft Office 365.
• Experience supporting mobile devices (iOS, Android).

Benefits:

• Competitive salary
• Health, dental, and vision insurance
• Retirement plan
• Paid time off and holidays
• Professional development opportunities
• Friendly and collaborative work environment

Job Type: Full-time

Pay: $55,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Weekdays

Work Location: In person