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Job Description The Level II Help Desk Technician provides advanced technical support to internal customers, ensuring a secure, reliable, and efficient IT environment across the organization. This role requires strong analytical and troubleshooting skills, broad technical expertise, and excellent communication abilities. The ideal candidate demonstrates both independence in handling complex issues and strong teamwork within a multi-site IT support structure. The technician will resolve escalated support requests across all IT platforms, maintain a high standard of customer service, and contribute to continuous improvement of IT processes. This role includes a special emphasis on Mobile Device Management (MDM) for both iOS and Android devices. Bilingual fluency in English and Spanish is required. This position is 100% onsite. Job Responsibilities: • Mindset: Cultivate and promote a growth mindset within the IT team, encouraging continuous learning, innovation, and adaptability., • Customer Service: Model excellent customer service by clearly communicating the solution to the end user while demonstrating patience and empathy., • Mentoring: Provide guidance to less senior technicians, helping to enhance their technical skills., • Problem Resolution: Diagnose and resolve complex technical issues, including software, hardware, and network problems., • Incident Management: Handle incidents and service requests within the Zendesk Ticketing system, ensuring timely resolution and compliance with SLA performance metrics., • Mobile Device Management (MDM): Configure, manage, and support mobile devices (smartphones, tablets) across various platforms (iOS, Android) using Mobile Device Management (MDM) solutions such as MAAS 360, Apple Business Manager, KNOX and Intune. Subject matter expert for the broader IT team., • System Administration: Perform advanced tasks in Active Directory, Exchange, and File Administration., • Network Support: Assist in managing and troubleshooting network-related issues, including RDS / Terminal Services remote access., • Security: Identify and mitigate security threats, including phishing and malware, using various cybersecurity tools. Assist with remediating high-risk vulnerabilities., • Documentation: Create and update technical documentation, knowledge base articles, and standard operating procedures., • Project Support: Assist with IT projects, including deployments, migrations, and upgrades., • Hardware, OS and Software: Install, configure, and troubleshoot more complex hardware and software issues (SAGE, Paperless). In depth knowledge of Windows 10/11 operating systems., • Remote Support: Provide remote support for multiple locations and occasionally conduct site visits, which may include overnight stays. Local travel to other branch locations within 3-20 miles as needed., • Education: Bachelor’s degree in information systems, Computer Science, or a related field (preferred), OR equivalent technical certifications., • Experience: 3-5 years of relevant help desk or technical support experience., • Technical Proficiency: Advanced knowledge of Windows 10/11 operating systems, Active Directory, Exchange, and network protocols., • Communication: Excellent verbal and written communication skills., • Problem-Solving: Strong analytical and problem-solving abilities with a focus on customer satisfaction., • Certifications: Relevant certifications such as CompTIA A+, Network+, Security+, or Microsoft Certified: Modern Desktop Administrator Associate (preferred but not required)., • BILINGUAL IN ENGLISH AND SPANISH IS A REQUIREMENT OF THIS POSITION, • Medical, Dental, Vision, FSA, • 401(k) with company match., • 9 paid holidays per year., • Paid vacation and sick leave Here at Gothic Landscape, we believe that your success is our success. Apply today and experience a wonderful and rewarding career in IT!