Helpdesk Technician Level II

Position: Level II Helpdesk Technician

Pay: $20-24/hr

Remote (Candidate MUST be located in one of the following states:AR, DE, GA, IA, KY, MD, MI, NY, RI, VA, WI, AZ, CA, CO, FL, ID, IL, MN, MO, MT, NC, ND, NM, NV, OK, OR, SD, TN, TX, WA, WY)

PRN is seeking a highly skilled Level II Helpdesk Technician to join our dynamic IT team. The successful candidate will provide advanced technical support for our organization's Windows-based systems and software. This role will require strong troubleshooting skills, a customer-centric approach, and the ability to handle complex technical issues.

Responsibilities:

• Advanced Troubleshooting:
• System Support:
• Network Support:
• User Support:
• Documentation:
• Diagnose and resolve complex technical issues related to Windows operating systems, software applications, and network connectivity.
• Troubleshoot and resolve escalated helpdesk tickets, providing timely and effective solutions.
• Utilize advanced troubleshooting tools and techniques to identify and fix root causes of problems.
• Provide technical support for Windows 10 and 11 operating systems, including installation, configuration, and troubleshooting.
• Maintain and update software applications, ensuring optimal performance and security.
• Configure and deploy new hardware devices, such as desktops, laptops, and peripherals.
• Troubleshoot network connectivity issues, including DNS, DHCP, and VPN problems.
• Provide support for wireless networks and Wi-Fi connectivity.
• Configure and maintain network devices, such as routers, switches, and firewalls (e.g., Meraki).
• Provide excellent customer service to end-users, explaining technical issues in clear and concise terms.
• Train and educate users on software applications and IT best practices.
• Assist with user account management and password resets.
• Maintain accurate and up-to-date documentation of technical procedures, troubleshooting steps, and knowledge base articles.

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