IT Help Desk Technician II

ATLANTA MISSION
Atlanta, GA
Job Description
The IT Helpdesk Technician at Atlanta Mission provides advanced support and serves as the escalation point for Tier 1 issues. The role assists with system administration, network troubleshooting, and helping maintain secure, up-to-date systems.

Requirements

  • Serve as the escalation point for Helpdesk Level 1, resolving advanced software, application, connectivity, and system configuration issues.
  • Perform in-depth diagnostics and troubleshooting of hardware, software, and peripheral devices.
  • Support and troubleshoot server, Wi-Fi, VPN, and network connectivity issues in collaboration with the Network Administrator.
  • Manage user accounts, permissions, and access in Active Directory, Microsoft 365, and other enterprise systems.
  • Support ERP, Salesforce, and other mission-critical applications.
  • Manage endpoint imaging, deployment, patching, and security updates.
  • Assist with the deployment of software updates, new equipment, and infrastructure improvements.
  • Monitor RMM alerts and system dashboards, taking proactive corrective action as needed.
  • Document issue resolutions, procedures, and best practices; maintain internal IT knowledge resources.
  • Train and mentor Helpdesk Level 1 staff and contribute to process and service improvements.
  • Participate in occasional after-hours support and on-call rotation as required

Benefits

  • Retirement Savings with Matching Contribution
  • Medical Insurance
  • Dental & Vision Insurance
  • 3 Weeks Paid Time Off accrued during your first year
  • 10 Paid Holidays
  • 1 Mental Health Day/year
  • Life Insurance
  • Short-Term Disability
  • Travel Assistance Program
  • Employee Assistance Program (EAP)
  • Medical Concierge
  • Spiritual & Professional Training & Development
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