Help Desk Technician II

Compas•New York, NY

About The Position

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:

Requirements

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.

Responsibilities

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: Troubleshoot and resolve 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.