Help Desk Specialist II

The Help Desk Specialist II provides advanced technical support and assistance to end-users, troubleshoots complex IT issues, and serves as a mentor or subject matter expert within the helpdesk team.

Provides advanced technical support and troubleshooting assistance to end-users for IT-related issues, including hardware, software, network, and security-related problems
• Serves as a secondary escalation point for helpdesk technicians, assists with complex technical issues, provides guidance, and shares knowledge to facilitate issue resolution
• Analyzes and diagnoses IT problems, identifies root causes, and develops effective solutions to resolve issues efficiently while minimizing downtime and disruption to business operations
• Manages and prioritizes helpdesk tickets, ensuring timely resolution of high-priority and critical incidents according to established service level agreements (SLAs) and performance metrics
• Maintains accurate and up-to-date documentation of IT systems, procedures, troubleshooting steps, and knowledge base articles to facilitate knowledge sharing, training, and continuous improvement
• Develops and delivers user training programs, workshops, and materials to improve end-user IT literacy, promote self-service capabilities, and minimize recurring issues
• Provides technical leadership and mentorship to helpdesk technicians, shares expertise, best practices, and lessons learned to enhance the skills and capabilities of the team
• Identifies opportunities for process improvement, efficiency gains, and automation within the helpdesk function and contributes to the development and implementation of improvements and best practices

KEY COMPETENCIES

• Communicate Effectively - Listen to understand and clearly convey information in all forms based on the audience to ensure shared meaning of the message.
• Act Inclusively - Ensure that actions and behaviors are respectful; show empathy and treat others with dignity. Leverage capabilities and insights of individuals with diverse perspectives, abilities and motivation.
• Solve Problems - Identify, prioritize and implement alternatives for a solution.
• Demonstrate Agility/Adaptability - Maintain effectiveness and adjust to change by exploring the rationale, trying new approaches, and collaborating with others to make the change successful. Create an atmosphere of open-mindedness to change.
• Drive for Results - Show passion and commitment while delivering on business outcomes. Create a sense of individual ownership and accountability.
• Champion Innovation - Identify opportunities for new and improved ways of doing things that result in value added, unique and differentiated solutions.

EXPERIENCE/EDUCATION

• Bachelor's degree in Information Technology, Computer Science, or a related field
• 3-5+ years in IT support, helpdesk, or technical support roles, with demonstrated expertise in troubleshooting complex technical issues and providing advanced technical assistance
• Relevant certifications (e.g., CompTIA A+, Network+, Security+, Microsoft, Cisco) preferred
• Or equivalent combination of education and experience

KNOWLEDGE, SKILLS & ABILITIES

• Strong technical knowledge and proficiency in IT systems, networks, operating systems, hardware, software applications, and ITIL (Information Technology Infrastructure Library) best practices
• Strong communication skills, both verbal and written, with the ability to communicate technical concepts to non-technical end-users and collaborate effectively with team members and stakeholders
• Analytical mindset with the ability to analyze problems, evaluate alternatives, and develop creative solutions to resolve technical issues and improve IT service delivery
• Leadership abilities, including mentoring, coaching, and guiding less experienced team members, fostering a collaborative and supportive team environment
• Project management skills and experience managing IT projects, initiatives, and implementations from conception to completion
• Ability to work under pressure, prioritize tasks, and manage multiple priorities in a fast-paced environment while maintaining a customer-centric focus
• Ability to be flexible and adaptable by embracing change, innovation, and continuous improvement in IT service delivery

Salary to be determined based on factors such as geographic location, skills, education, and/or experience of the applicant, as well as the internal equity and alignment with the team.

For Rhode Island this ranges from $63,000.00-$80,000.00 plus benefits and retirement program.

Gilbane offers an excellent total compensation package which includes competitive health and welfare benefits and a generous profit-sharing/401k plan. We invest in our employees' education and have built Gilbane University into a top training organization in the construction industry. Qualified applicants who are offered a position must pass a pre-employment substance abuse test.

Gilbane is an Affirmative Action/Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to age, color, national origin, race, religion, sex, sexual orientation, gender identity, protected veteran status, or disability status.

Note to Recruiters, Placement Agencies, and Similar Organizations: Gilbane does not accept unsolicited resumes from agencies. Please do not forward unsolicited agency resumes to our jobs alias, website, or to any Gilbane employee. Gilbane will not pay fees to any third party agency or firm and will not be responsible for any agency fees associated with unsolicited resumes. Unsolicited resumes received will be considered property of Gilbane and will be processed accordingly.