Job Description

We are seeking a proactive and skilled Level 2 Help Desk Technician to join our dynamic IT team. This role is crucial in providing advanced technical support, troubleshooting complex issues, and ensuring the smooth operation of our clients' IT environments. If you're passionate about technology, customer-focused, and eager to grow your IT career within a global enterprise that embodies customer obsession, unwavering commitment, optimized solutions, principled conduct, collective intelligence, ownership, and game-changing innovation, we encourage you to apply.

EXAMPLES OF DUTIES:

• Provide advanced technical support for incoming IT inquiries and issues via phone, email, and ticketing system.
• Diagnose and resolve complex hardware, software, and network problems, escalating to Level 3 or specialized teams when necessary.
• Install, configure, and troubleshoot operating systems, applications, and peripherals.
• Manage user accounts, permissions, and access in Active Directory and other systems.
• Assist with network connectivity issues, including Wi-Fi, VPN, and basic router/switch configurations.
• Perform remote troubleshooting and provide clear, concise instructions to end-users.
• Document all support activities, resolutions, and configurations in the ticketing system.
• Create and maintain internal knowledge base articles and troubleshooting guides, contributing to our goal of optimizing the Tech Services Workflow to Improve Customer Satisfaction.
• Participate in IT projects as needed, such as software deployments, hardware upgrades, and system migrations.
• Collaborate effectively with other IT team members to share knowledge and resolve issues, embodying our "Collective Intelligence" value.
• Provide excellent customer service, maintaining a professional and empathetic approach, reflecting our "Customer Obsessed" value.
• Perform related duties as assigned.

QUALIFICATIONS:

• Minimum of 2-4 years of experience in a Level 1 or Level 2 Help Desk role.
• Strong knowledge of Windows operating systems (Windows 10/11) and Microsoft 365 Admin.
• Experience with Active Directory and Azure user and group management.
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, Wi-Fi).
• Proficiency in troubleshooting hardware issues for desktops, laptops, and printers.
• Familiarity with remote support tools and ticketing systems.
• Demonstrated experience with Microsoft 365 administration (user management, Exchange Online, SharePoint Online, Teams), Azure fundamentals, and Microsoft Lighthouse.
• Excellent problem-solving and analytical skills.
• Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Ability to prioritize and manage multiple tasks in a fast-paced environment.
• Customer-focused with a strong commitment to providing high-quality support.
• Some Combination of the Following Certifications Required: CompTIA A+, Network+, Microsoft Certifications, or equivalent certifications.

LICENSE:

• Possession of a valid Class C California Driver’s License and a good driving record.

ESSENTIAL JOB FUNCTIONS/A.D.A.

• Ability to climb, stoop, kneel, bend and crouch.
• Ability to lift 50 pounds and carry 25 pounds.
• Ability to get from one location to another in the course of doing business.

SOME OF OUR BENEFITS INCLUDE:

• Health Insurance.
• Dental Insurance.
• Paid Time Off (PTO).
• Holiday Pay.
• California-based 401K.
• Discretionary Compensation.

ABOUT US:
At ISN Global Enterprises, we're a leading provider of IT-related services, supporting businesses from small enterprises to Fortune 500 companies across the globe. We offer a comprehensive suite of solutions including managed services, phone & internet, security cameras, audio/video, nurse call/wander management, low voltage cabling, and computer hardware.


Our Mission: To be the trusted IT partner for senior living communities, healthcare facilities, local and county governments, and general contractors in California and Nevada, delivering exceptional service, reliable solutions, and lasting value through strategic partnerships and a commitment to exceeding customer expectations.

Our Core Values: These values guide everything we do and are used for hiring, firing, promotions, and corrective actions for staff. We also evaluate projects based on our ability to fulfill objectives at a high level in each of these areas.

• Customer Obsessed: Our clients’ needs are our priority and we're dedicated to providing personalized service that helps them realize their goals. We're in it for the long-haul, building strong relationships that go beyond the transaction.
• Unwavering: We deliver what we promise, every time. Our clients can count on us for consistent, high-quality solutions that won't let them down.
• Optimized: We're agile and responsive. We tackle challenges quickly and efficiently to minimize disruption and maximize productivity.
• Principled: We believe in honesty and transparency. We earn trust by being honest with our clients, partners, and each other.
• Collective Intelligence: We're stronger together. Collaboration is key, both within our team and with our clients. We're all about shared success.
• Ownership: We take responsibility for our actions and hold each other accountable. We're committed to delivering results and owning our impact.
• Game Changing: We're not afraid to push boundaries. We embrace new tech and innovative approaches to help our clients stay ahead of the curve.

We pride ourselves on delivering exceptional customer service and innovative solutions to help our clients succeed, guided by our core values.

TO APPLY:

Please submit your resume and a cover letter detailing your relevant experience, especially with Microsoft 365, Azure, and Lighthouse, and why you are a good fit for this Level 2 Help Desk position at ISN Global Enterprises, specifically how your professional approach aligns with our core values of Customer Obsessed, Unwavering, Optimized, Principled, Collective Intelligence, Ownership, and Game Changing. We look forward to hearing from you!

At ISN Global Enterprises, we're a leading provider of IT-related services, supporting businesses from small enterprises to Fortune 500 companies across the globe. We offer a comprehensive suite of solutions including managed services, phone & internet, security cameras, audio/video, nurse call/wander management, low voltage cabling, and computer hardware.

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