Level 2 Help Desk specialist

Wachter is seeking an ONSITE Help Desk Specialist II to join our growing IT Support team at out Mt. Laurel location. This role is responsible for providing advanced technical support to end users by diagnosing, troubleshooting, and resolving hardware, software, operating system, application, and network-related issues. As a key member of the IT team, the Help Desk Specialist II serves as an escalation point for complex technical issues while delivering exceptional customer service and support.

The ideal candidate is a self-motivated problem solver with strong technical aptitude, excellent communication skills, and a passion for helping others. This position requires the ability to effectively support users in both remote and onsite environments while maintaining a high level of professionalism and responsiveness.

This is an excellent opportunity for an experienced IT professional looking to grow their career within a fast-paced, technology-driven organization.

RESPONSIBILITIES:

• Provide Tier II technical support for hardware, software, operating systems, and network-related issues.
• Troubleshoot and resolve incidents involving desktops, laptops, mobile devices, printers, and peripheral equipment.
• Serve as an escalation resource for Help Desk Specialist I team members.
• Support Microsoft Windows operating systems and Microsoft 365 applications.
• Manage user accounts, permissions, and access within Active Directory, Azure/Entra ID, and other enterprise systems.
• Troubleshoot connectivity issues involving LAN, WAN, VPN, wireless networks, DNS, and DHCP.Install, configure, and maintain hardware, operating systems, and software applications.
• Document incidents, service requests, troubleshooting steps, and resolutions in the ticketing system.
• Assist with employee onboarding and offboarding activities, including account provisioning, device setup, and access management.
• Collaborate with infrastructure, cybersecurity, and business application teams to resolve escalated issues.
• Create and maintain technical documentation, procedures, and knowledge base articles.
• Participate in system upgrades, hardware refresh initiatives, and IT projects.
• Monitor support queues and ensure service-level expectations are met.
• Deliver exceptional customer service and communicate effectively with technical and non-technical users.
• Adhere to company security policies, procedures, and best practices.Perform other duties as assigned.

REQUIREMENTS:

• High School Diploma or GED required.
• Minimum of 3 years of Help Desk, Service Desk, Desktop Support, or related IT support experience.
• Experience supporting Microsoft Windows operating systems and Microsoft 365 environments.
• Working knowledge of Active Directory user and group administration.
• Experience troubleshooting hardware, software, and network-related issues.
• Experience using ticketing and remote support systems.
• Excellent customer service and communication skills.
• Strong problem-solving and analytical abilities.
• Ability to prioritize multiple tasks and work independently in a fast-paced environment.

Preferred Qualifications

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
• Industry certifications such as CompTIA A+, Network+, Security+, Microsoft certifications, or equivalent.
• Experience supporting Azure/Entra ID, Intune, Exchange Online, Teams, and SharePoint.
• Familiarity with networking concepts including TCP/IP, DNS, DHCP, VPN, and wireless technologies.
• Experience working in medium to large enterprise environments.
• Basic scripting experience with PowerShell is a plus.

About:   Wachter is a family-owned company since 1930 and we see each employee as a critical piece of the Wachter Family. With over 900 licenses across the country, Wachter serves commercial and industrial clients with the right technologies needed to keep them successful.   We design, install, and maintain the technologies that keep businesses operating efficiently. Our team of dedicated electricians, engineers, and technicians provides electrical, data, security, communications, and automation services to clients in numerous industries.     Follow us on Facebook, Instagram, Twitter, and LinkedIn.   We're an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.