Description
Are you a results-driven IT professional with a passion for leveraging modern technology, including Artificial Intelligence, to drive efficiency and enhance user experience? Compas is seeking a proactive and skilled Help Desk Support Technician II to fortify our IT operations and transform our enterprise technology environment.
This pivotal role isn't just about troubleshooting; it's about being a critical technical bridge, providing advanced support and essential escalation assistance to our Tier 1 team. You'll move beyond routine tasks to lead initiatives in system optimization, bolster our security posture, and pioneer process innovation through the strategic adoption of AI tools. If you're ready to make a significant impact in a dynamic, high-performing environment, we invite you to contribute your expertise!
What You'll Do: As our Help Desk Support Technician II, you will be instrumental in the day-to-day operation and continuous strategic improvement of our IT infrastructure and end-user services. Your key responsibilities will include:
- Advanced Support & Escalation: Provide expert-level support and escalation for complex issues, leveraging AI-driven knowledge bases and intelligent ticketing systems to enhance efficiency.
- Network & Infrastructure Excellence: Assist in troubleshooting and resolving complex WAN/LAN connectivity, Wi-Fi, VPN, DNS, and DHCP issues using advanced monitoring tools.
- Microsoft Ecosystem Mastery: Deliver end-to-end IT support for Microsoft 365 suite and Windows 10/11, including advanced configuration, optimization, and troubleshooting.
- Software Deployment & Automation: Create, test, and deploy custom software packages, exploring AI-assisted deployment tools for maximum efficiency and minimal user impact.
- Security Vigilance: Manage and investigate security alerts from EDR platforms (e.g., Defender), leveraging AI-driven threat intelligence for rapid incident identification and resolution.
- Proactive Management: Maintain and update 3rd party management tools (RMM, MDM, endpoint protection), and manage software update collections with automated patch management.
- Innovation & Collaboration: Work closely with Tier 1 and Tier 3 teams, utilizing data insights and AI-powered trend analysis to integrate new applications and optimize service delivery.
- Documentation & Training: Develop comprehensive IT policies, procedures, and user guides, exploring AI-assisted tools for content generation and knowledge base optimization.
- User Empowerment: Conduct user training, potentially developing AI-powered learning modules or virtual assistants for self-service support.
- Strategic Recommendations: Research and recommend new hardware/software solutions, utilizing AI-driven market analysis and total cost of ownership (TCO) assessments.
What You'll Bring:
- Experience: Minimum of 2-3 years of proven hands-on experience in a Help Desk, Desktop Support, or IT Support role within an enterprise environment, OR a Computer Science degree (or related technical field) with relevant practical experience.
- Windows Expertise: Strong experience with Windows 10 and Windows 11, including advanced troubleshooting for crash recovery, registry, and security.
- Microsoft 365 Proficiency: Proficient use of Microsoft Office applications (Microsoft 365) and basic administration within the O365 ecosystem.
- Foundational IT Knowledge: Basic understanding of Active Directory, Azure Active Directory, Group Policy, and Networking (WAN/LAN, DNS, DHCP, VPN).
- Security Awareness: Familiarity with Endpoint Detection and Response (EDR) or Endpoint Protection Platform (EPP) tools (e.g., Defender).
- Adaptability: Demonstrated ability to learn new technology, adapt to changing IT landscapes, and effectively train others.
- Problem-Solver: Strong analytical skills and keen attention to detail.
- Communication: Excellent written and verbal communication skills.
- Team Player: Ability to work cohesively within a team and contribute to a collaborative environment.
- Flexibility: Reliable transportation for occasional travel between offices, and the ability to work flexible and on-call hours as needed.
ALL FOR GOOD
CMI/Compas was built on inclusion and diversity. It is in our DNA and core values. Challenging the norm is where we started and it’s what drives us as a health leader, indispensable partner, and home for our employees. We are a group of hearts and minds who want to make a difference and celebrate being different, to give voice to and truly hear our people and our partners. We believe in more than “all”. We believe in “all for good.”
CMI Media LLC and Compas, Inc., are an equal opportunity employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability. We believe in creating a dynamic work environment that values diversity and inclusion and strives to recruit a diverse slate of candidates to help us achieve that goal.
We will not accept resumes or candidate submittals from employment agencies or outside recruiters.
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