New

Helpdesk Technician- Level 2/Level 3

TEKsystems
$60,000.00 - $85,000.00 / yr
parental leave, flex time, 401(k)
United States, Ohio, Dublin
Mar 06, 2025
Workplace Type - Onsite Workplace Location - Dublin, Ohio Position Summary: We are seeking a detail-oriented and proactive Helpdesk Technician to provide exceptional support for our IT infrastructure. The ideal candidate will have a solid foundation in Office 365 administration, experience working in a federated single sign-on (SSO) environment, and expertise in problem management and root cause analysis. You will be responsible for troubleshooting hardware, software, and network issues to ensure the seamless operation of internal end-user systems and services. Key Responsibilities: * Office 365 Administration: * Manage user accounts within Office 365. * Troubleshoot Microsoft Teams, SharePoint, OneDrive, and Exchange Online. * Resolve issues related to Office 365 services. * Federated Single Sign-On (SSO): * Resolve authentication issues related to federated identity services. * Collaborate with the security team to ensure compliance with authentication protocols. * Problem Management and Root Cause Analysis: * Analyze recurring technical issues to identify root causes and implement long-term solutions. * Document incidents, resolutions, and lessons learned to improve service delivery. * Desktop and Laptop Hardware Troubleshooting: * Diagnose and repair hardware issues for desktops, laptops, and peripherals. * Perform deployment and upgrades of end-user devices. * Layer 2/3 Network Troubleshooting: * Troubleshoot and resolve issues related to switches, routers, and firewalls. * Assist with VLAN configuration, IP addressing, and network performance optimization. * Printer Management: * Install, configure, and maintain printers and multifunction devices. * Address printing issues, including driver installation and network connectivity. * End-User Support: * Provide Tier 1 and Tier 2 technical support for end-users. * Respond to and resolve tickets within established service-level agreements (SLAs). * Escalate and collaborate with external IT teams and support resources. * Troubleshoot support requests for third-party ancillary systems such as Adobe Enterprise, Dropbox, RingCentral, etc. * Documentation and Reporting: * Maintain accurate documentation of IT assets, configurations, and procedures. * Generate reports on system performance and support activities. Additional Skills & Qualifications: Qualifications: * Education: Associate's degree in Information Technology or a related field (or equivalent experience). * Experience: * Minimum of 2-3 years in an IT Helpdesk or similar technical support role. * Hands-on experience with Office 365 administration and federated SSO environments. * Prior experience with problem management solutions, such as Manage Engine Service Desk, Jira, BMC Remedy, etc. * Technical Skills: * Proficiency in Windows and macOS operating systems. * Strong knowledge of Layer 2/3 network protocols and troubleshooting. * Familiarity with printer and peripheral hardware management. * Certifications (Preferred): * CompTIA A+, Network+, or Security+. * Microsoft 365 Certified: Fundamentals or Administrator. * ITIL Foundation Certification (or equivalent). Key Competencies: * Strong analytical and problem-solving skills. * Excellent communication and interpersonal abilities. * Ability to prioritize and manage multiple tasks under tight deadlines. * Commitment to delivering exceptional customer service. Pay and Benefits The pay range for this position is $60000.00 - $85000.00/yr. Our client offers Health, Dental & Vision coverage. Health Savings & Spending Accounts, and Employer Paid Benefits. It also offers 401(k) and other firm perks like Paid Parental Leave, Flex Time, Paid Holiday & PTO, and Employee Assistance Program. Workplace Type This is a fully onsite position in Dublin,OH. Application Deadline This position is anticipated to close on Mar 9, 2025. About TEKsystems: We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.