Information Architect responsible for shaping data governance and information models at BT Group. Collaborating across teams to deliver trusted data products with a focus on AI - driven initiatives.
About the role
- IT Help Desk Technician II providing technical support for end-users at BKF Engineers. Troubleshooting complex issues and mentoring junior staff in IT processes and systems.
Responsibilities
- Troubleshoot and resolve a variety of technical issues related to hardware, software, and networking for end-users.
- Serve as a primary point of contact for Tier 1 and Tier 2 technical support issues, resolving routine requests independently while taking ownership of more complex problems and escalating when appropriate.
- Oversee the installation, configuration, and upgrading of systems, applications, and peripherals.
- Develop and maintain documentation for IT processes, procedures, and troubleshooting guides.
- Monitor and manage help desk ticketing system to ensure timely responses and resolutions.
- Mentor and train junior help desk staff in best practices and technologies.
- Implement and assist in IT projects including installations, upgrades, and migrations.
- Stay up-to-date with the latest technologies to efficiently support users and enhance systems.
Requirements
- Bachelor's degree in Information Technology, Computer Science, or related field preferred; relevant work experience will be considered.
- 2-4 years of experience in IT support or help desk environments.
- Strong troubleshooting skills with experience in diagnosing and resolving technical problems.
- Proficient in Windows OS, Microsoft Office applications, and network protocols.
- Excellent written and verbal communication skills with a focus on customer service.
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
- Experience in mentoring or training junior staff is a plus.
- Willingness to work flexible hours when necessary to assist with critical issues.
- **Physical Demands:**
- Must be able to frequently talk, listen, and operate IT devices; occasional lifting of equipment up to 50 pounds may be required.
- **Work Conditions:**
- The IT Help Desk Technician II will work primarily in an office environment, supporting a range of users; travel to other locations may be necessary to provide on-site support. Standard office hours with occasional off-hours support may be required during major incidents or system upgrades.
Benefits
- Competitive salaries, end of year bonuses, profit sharing, and 401k.
- Medical, Dental, and Vision Benefits
- Generous vacation and sick time packages.
- 8 Paid Holidays.
- Flexible schedules.
- Education reimbursement, Paid annual dues for professional and societal organizations.
- BKF offers competitive and award-winning benefits and perks. To learn more click here.
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