Helpdesk Specialist II

E

ENGAGE EMPLOYER, INC

Helpdesk Specialist II

Addison, TX
Full Time
Paid
  • Responsibilities

    Location: United States-Addison, TX/Hybrid

    Department: Information Technology

    Position Type: Full Time

    Engage PEO, recognized on the 'INC. 5000 Honor Roll for the Fastest Growing Companies' is seeking a Helpdesk Specialist II. The Helpdesk Specialist oversees IT helpdesk operations, providing support to both clients and internal team members. The role combines technical expertise, customer service, and strong organizational skills to ensure efficient prioritization and management of helpdesk activities.

    Primary Responsibilities:

    • Provide outstanding service to clients and team members
    • Organize and manage incoming IT service and support requests
    • Perform hands-on triage and resolution of Level 1 issues, including login problems, personal computer troubleshooting, application support, phone systems, printing, and other technical concerns
    • Prioritize and assign helpdesk tickets to internal team members and external service providers as needed
    • Ensure appropriate support is provided and communicate expectations to keep end users informed of issue status
    • Update ticket statuses and escalate issues to management when necessary
    • Coordinate the setup and provisioning of new users, including hardware assignments
    • Conduct quality assurance (QA) of solutions before delivery to end users
    • Provide support for complex technology systems, PC's laptops, and applications

    **Other Duties & Responsibilities: **

    • Assist in maintaining and supporting core IT infrastructure and internal processing software
    • Offer Level 1 troubleshooting for a variety of systems and platforms
    • Oversee the assignment, tracking, and management of hardware resources
    • Provide assistance with administrative tasks related to Windows domain management, including new user creation and password troubleshooting
    • Collaborate with outside vendors and service providers to ensure seamless IT operations

    Minimum Qualifications:

    • Minimum 2+ years of experience in a helpdesk or IT support role
    • Strong organizational skills and attention to detail
    • Excellent verbal and written communication skills
    • Proficiency in Microsoft 365 Suite, including MS Admin Portal, Intune, Conditional Access Policies, and PowerShell
    • Broad knowledge of system administration protocols and responsibilities
    • Administrative knowledge of Windows domain management (Windows Server 2012-2019)
    • Understanding of cloud-based VoIP, databases, and cloud CRM solutions
    • Technical background working with cloud-based providers
    • Experience collaborating with outside vendors for IT services and solutions

    COMPENSATION:

    This is a salary, exempt position. However, you should know that the pay rate may vary based on regional location, the candidate’s skill, and relevant experience. In addition, some positions may include a form of bonus or other incentive compensation, which would not be included in this salary range.

    Annual Salary Range: $50,000.00-$55,000.00

    BENEFITS:

    We offer a comprehensive Benefits Package to our full-time salaried, hourly, or commissioned workers. Our 2025 Benefits Package includes:

    • 3 Weeks Paid Time-Off per Year (Increasing with seniority)
    • Parental Leave
    • Paid Holidays
    • Your choice of Medical Insurance Plan or HSA with a generous employer contribution
    • Life Insurance with an employer-paid base
    • Dental and Vision
    • Long-Term Disability Insurance with an employer-paid base
    • Short-Term Disability Insurance
    • Pre-tax Savings on most employee insurance premiums
    • Medical Expense Flexible Spending Account
    • Dependent Care Flexible Spending Account
    • 401(k) enrollment with an automatic match
    • Commuter and Parking Pre-tax Benefits
    • Pet Insurance/Pet Assure Veterinarian Discount Plan
    • Discount Tickets on Theme Parks and Attractions

    We believe our success is primarily due to our diverse, talented employees who help to cultivate an inclusive learning culture. We encourage open, regular communication and development that fosters our strong team culture. We are committed to providing inclusive equal employment opportunities to all employees, applicants for employment, and other covered individuals without regard to race, color, religion, age, sex, disability, national origin, citizenship, genetics, military status, sexual orientation, gender identity or expression, family status, or any other characteristic protected by federal, state, or local laws. Furthermore, we are committed to complying with all federal, state, and local anti-discrimination, anti-harassment, and anti-retaliation laws.

    ** Engage PEO is an Equal Opportunity Employer**