IT Helpdesk Specialist II

Position Title: IT Helpdesk Specialist II

Department: Information Technology 

Reports To: IT Help Desk Manager 

Status: Exempt

Pay Rate: $75000 per year

Broad Responsibilities: Serves as the IT reference coordinator to provide assistance to company users of company- and/or client-provided information resources technology. Coordinates basic user technical training and remediation activities. Conducts needs assessments, evaluates assistance currently being offered and develops approaches to enhance company capabilities for user support.

Duties and Responsibilities:

1.     Leads and mentors the IT support team in delivering enterprise-wide technical solutions, establishing best practices and standard operating procedures for complex user issues.

2.     Architects and implements technical solutions for systemic problems, performing root cause analysis and developing preventive measures to minimize recurring issues.

3.     Designs and oversees the enterprise inventory management strategy, including process optimization and vendor relationship management.

4.     Develops and manages IT procurement strategies, including budget planning, vendor evaluation, and global asset lifecycle management.

5.     Strategizes and implements comprehensive training programs, analyzing effectiveness metrics and providing executive recommendations for program enhancement. Creates detailed ROI reports and improvement strategies.

6.     Partners with stakeholders across departments to design and implement innovative IT solutions, serving as a technical advisor for cross-functional initiatives and digital transformation projects.

7.     Develops and leads training curriculum for enterprise applications, creating learning frameworks and knowledge bases while mentoring junior staff in advanced troubleshooting.

8.     Establishes and maintains network security protocols and preventive maintenance standards, ensuring compliance with industry best practices and creating disaster recovery plans.

9.     Leads software evaluation initiatives, conducting cost-benefit analyses and presenting recommendations to senior management for strategic technology investments.

10. Coordinates with global offices and may be required to travel for critical implementations or training.

11. Drives continuous improvement initiatives and takes ownership of special projects as directed by senior management.

Skills and Qualifications:

1.     Require an associate’s degree in a related area and 4-6 years of experience in the field or in a related area.

2.     Basic understanding of IT Networks and Microsoft operating systems, LAN, WAN, Cabling, Phone systems, etc.

3.     Has knowledge of commonly used concepts, practices and procedures within a particular field.

4.     Is able to travel.

5.     Rely on instructions and pre-established guidelines to perform the functions of the job. Works under immediate supervision.

6.     Primary job functions do not typically require exercising independent judgment.

7.     Reports to a supervisor or manager from Headquarters IT Department.   

EEOC Statement:

We are an equal opportunity employer committed to building a diverse team and fostering an inclusive environment where employees feel empowered to bring their authentic selves to work. We welcome applications from all qualified candidates regardless of race, color, religion, gender identity, sexual orientation, national origin, age, disability status, or veteran status.

Physical Demands:

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the associate is regularly required to stand for long periods of time, use hands and fingers, communicate verbally, and hear. The associate is frequently required to reach with hands and arms, climb, stoop, kneel, crouch, crawl, and either lift or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to focus.

Benefits:

We offer full-time eligible employees affordable medical insurance, dental and vision benefits, along with a variety of voluntary insurance options. Our benefits package includes company-sponsored life insurance, a free employee assistance program, competitive paid time off, company holidays, and a 401k retirement plan with company match. Plus, enjoy access to discount programs for travel and entertainment and a location meal program.