USA Help Desk Level II

Corterra Solutions is seeking an exceptional Helpdesk Level II professional to join our team and deliver outstanding support to our valued clients. In this role, you will focus on providing prompt resolutions to client questions and computer-related issues, whether in person, over the phone, or electronically. Working closely with our Infrastructure team, you will contribute to projects aimed at enhancing functionality and fortifying security. Building lasting relationships with our customers will be a key part of your responsibilities, as you earn their trust through your problem-solving skills, responsiveness, and professionalism.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Create, unlock, reset, and disable user accounts for smooth access management.
• Oversee day-to-day computer system performance to ensure optimal functionality.
• Provide expert support and guidance to users, resolving software or hardware-related issues.
• Set up equipment for employee use, ensuring proper installation of cables, operating systems, and software.
• Install, configure, test, maintain, monitor, and troubleshoot end user workstation software and networking products.
• Address equipment vulnerabilities to enhance security.
• Evaluate and apply advanced security settings to endpoints.
• Maintain meticulous records of daily data communication transactions, documenting problem-solving actions and installations.
• Collaborate with vendors or technicians to service major hardware or software issues.
• Develop comprehensive training materials and procedures to educate users on hardware and software usage.
• Efficiently manage and maintain an accurate inventory of PCs and other hardware assets.
• Provide exceptional support and troubleshooting for LAN, wireless, and VPN issues.
  

DESIRED SKILLS AND EXPERIENCE:

• Experience in Microsoft Azure Active Directory, Office 365, Exchange Online, and Microsoft Intune administration.
• Proficiency in managing incoming tickets, evaluating urgency and priority.
• Installation and configuration expertise in Microsoft operating systems (Windows 8, 10, 11, and Windows Server 2012, 2016, 2019, 2022).
• Ability to support and troubleshoot third-party applications.
• Strong analytical, problem-solving, and decision-making skills.
• Excellent written and verbal communication skills.
• Customer-service oriented with a proactive problem-solving attitude.
• Effective prioritization and organization skills.
• Adaptability to adjust plans and projects based on business needs.
• Minimum of 2 years' experience in a Helpdesk role.
  

Join our dynamic team at Corterra Solutions and showcase your expertise in delivering exceptional customer service while ensuring seamless technology operations for our clients. Your dedication to problem resolution, responsiveness, and professionalism will play a pivotal role in elevating the IT support experience we provide.

In addition to salary, the employee benefit plan includes health, dental, vision insurance, long term disability, paid time off, and 401 k package. The base pay offered will take into account the candidate's job ­related knowledge, skills, education, certifications and experience. 

This role is located in Westinghouse Industrial Corridor, North Carolina and will be on-site 5 days a week.
Corterra Solutions is an Equal Opportunity Employer. 
APPLICANTS MUST BE AUTHORIZED TO WORK IN THE U.S.
WE ARE UNABLE TO OFFER SPONSORSHIP AT THIS TIME.