Hybrid IT Help Desk Technician II

at BKF Engineers

• Job title: IT Help Desk Technician II
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: $23 - $30 per hour
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Costa Mesa, United States

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.