IT Help Desk II-Knoxville Office Onsite-Close Date 3/31/2026 at Edfinancial Services LLC

Knoxville, Tennessee, United States -

Full Time

Start Date

Immediate

Expiry Date

20 May, 26

Salary

0.0

Posted On

19 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Advanced Technical Support, Troubleshooting, Desktop Hardware, Software Installation, Configuration, Remote Support Tools, Ticketing System, Knowledge Base Maintenance, System Maintenance, Upgrades, Security Policies Adherence, Customer Service, Issue Escalation, IT Project Assistance, IT Inventory Management, On-Call Support

Industry

Higher Education

Description

Description General Purpose of Job Desktop Support II is responsible for providing advanced technical support and troubleshooting for desktop systems, applications, and peripherals. This role ensures efficient resolution of complex user issues, enhance overall user experience and contributes to the stability and security of the IT environment. By collaborating with other IT teams and maintaining clear documentation, Desktop Support II plays a critical role in optimizing technology performance and supporting organizational goals. Duties and Responsibilities (Daily and Monthly) • Provide advanced technical support within time limits dictated by Service Level Agreement(SLA)for desktop hardware, software, and peripherals, addressing complex issues that Help Desk can not resolve. • Diagnose and resolve technical problems related to operating systems and applications utilizing remote support tools when necessary. • Assist end-users with issues related to software installation, configuration, and functionality, ensuring a timely and effective resolution. • Maintain accurate records of support requests, resolutions, and user interactions in ticketing system contributing to knowledge base for future reference. • Provide guidance and training to Help Desk staff and end-users on software usage and best practices for maintaining systems performance. • Conduct regular maintenance and upgrades on desktop hardware, including workstations, printers, and mobile devices ensuring optimal performance. • Work closely with other IT teams, such as network, processing, and systems, to resolve cross- functional issues and ensure seamless service delivery. • Ensure that all systems adhere to company security policies and protocols, including implementing patches and updates in a timely manner. • Provide exceptional customer service, demonstrating patience and understanding while addressing user concerns and technical issues. • Identify and escalate unresolved issues to Desktop Support III or relevant IT teams, ensuring proper documentation and follow-up. • Assist in IT projects, such as deployments or migrations by providing technical expertise and support as needed. • Assist in managing IT inventory including collecting equipment and ensuring compliance with company procedures and policies. • Provide after-hours “on-call” support in accordance with established policy. • Execute other assigned tasks as delegated by IT Management.

Responsibilities

This role involves providing advanced technical support and troubleshooting for desktop systems, applications, and peripherals, ensuring complex user issues are resolved efficiently according to Service Level Agreements. Responsibilities also include maintaining accurate support records, guiding Help Desk staff, conducting hardware maintenance, and ensuring adherence to company security protocols.