Help Desk Technician, Tier II

Position Overview

In our innovative Information Technology / Analytics department based in Oklahoma City, Oklahoma, we are seeking a Help Desk Technician, Tier II to maintain and troubleshoot our IT systems while supporting both office and call center operations. Reporting to the Senior Director of Information Technology, this hourly, non-exempt role is pivotal in managing technologies such as Microsoft Intune, UniFi network infrastructure, Balto call center tools, Azure and Vultr-hosted environments, and ScreenConnect remote support. Join our fast-growing lead generation marketing firm, where results, innovation, and exceptional service drive success.

Key Responsibilities

• Provide comprehensive technical support to marketing and call center staff by troubleshooting hardware, software, and network connectivity issues.
• Respond to urgent IT issues during business hours to minimize disruptions.
• Configure and deploy off-site hardware for remote workstations in special circumstances.
• Assist with the setup, configuration, and maintenance of workstations, telephony systems, and call center technology.
• Manage user accounts including creation, permission settings, and access controls.
• Maintain detailed documentation of technical issues, resolutions, and user guides.
• Provide training and support during staff onboarding and on IT systems and applications.
• Contribute to IT projects such as system upgrades and technology deployments.
• Enforce security protocols to safeguard data and ensure compliance with company policies and industry standards.

Required Qualifications

• 3-5 years experience in an IT support/help desk role, preferably within a marketing or call center environment.
• Proficiency in troubleshooting and supporting operating systems (Windows, macOS) and office applications.
• Familiarity with network configurations, telephony systems, and IT infrastructure components.
• Strong analytical and problem-solving skills for efficient technical issue resolution.
• Excellent communication and interpersonal skills to clearly convey technical information.

Preferred Qualifications

• CompTIA A+ certification (preferred)

Compensation & Benefits

• Base Salary: Competitive, commensurate with experience.
• Bonus: Eligibility based on project performance and company impact.
• Benefits: Comprehensive Health, Dental, and Vision coverage; Corporate Gym Membership; Childcare reimbursement; Life Insurance.
• Paid Time Off: PTO plus company-recognized holidays.
• Innovative environment with opportunities for career growth.
• Collaborative team dedicated to excellence.