Helpdesk Technician II, 3rd shift

Information Technology Santa Cruz, California


Job Summary

The Help Desk Technician II provides technical support including basic end-device (PC, Laptop, Smartphone, Printer) setup, configuration and troubleshooting services to non-technical network users. Assesses and troubleshoots computer support problems and applies understanding of computer software and hardware products and services to resolve problems of users. The Help Desk Technician II receives telephone calls and e-mails from users having problems using computer software and hardware or inquiring how to use specific software, programming languages, electronic mail or operating systems. Ascertains from computer users the nature of the problem, determines whether problem is caused by hardware, such as modem, printer, cables, or telephone, formulates diagnosis, and assists users through problem-solving steps.


Duties and Responsibilities

  • Provide remote, telephone and in-person IT support to staff.
  • Provide technical support for applications and services.
  • Set up, configure and test PCs, laptops, printers, smartphones and other equipment.
  • Install, test and configure new workstations, peripheral equipment and software.
  • Create user accounts for various systems.
  • Ensure work is performed within company security protocols and advise management of potential risks.
  • Manage network user access and access request forms.
  • Maintain and update an IT Helpdesk Ticketing System and Knowledge Base documentation library.
  • Maintain inventory of equipment and assist with maintaining and updating work instructions.
  • Support a wide range of IT initiatives and projects.
  • Collaborate with coworkers to research problem and find solution.
  • Test software and hardware to evaluate ease of use and whether product will aid user in performing work.
  • Write software/hardware evaluations and provide recommendations for management review.
  • Write or revise user-training manuals and procedures.
  • Develop training materials, such as exercises and visual displays.
  • Train users on software and hardware on-site, in classroom or recommend outside contractors to provide training.


Required Qualifications

  • High School Diploma or equivalent.
  • A+ and Microsoft certification (MCP or MTA).
  • 2 years’ professional IT and/or Help Desk experience.
  • Proficiency with Microsoft Office 365, SharePoint, Windows Server, Active Directory and GPOs.
  • Network troubleshooting (DNS, DHCP, IPCONFIG) experience.
  • Knowledge of computer systems, configuration, diagnosis and troubleshooting techniques.
  • Strong communication, organization, teamwork and customer service skills.


Preferred Qualifications

  • Degree in Computer Science or related field.
  • MCSA or MCSE certification.
  • Manufacturing industry experience including related applications/software.
  • Bilingual in English/Spanish.


Physical Requirements

The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.