Help Desk Technician - Level 2

Job Description

Job Description

Why Join the HWP Group?

Health & Wellness Partners, LLC (HWP), is a medical and scientific communications agency that collaborates with life science industry stakeholders to develop award-winning solutions that advance patient care and transforms scientific content into compelling live and virtual user experiences through digital platforms, congress engagement, and more. We bring clients, providers, and patients outstanding educational programming paired with innovative digital and interactive dissemination vehicles.

We are committed to making a difference in health care and in the lives of our team members. We aim to provide every employee with a job they love in a culture focused on career growth, well-being, and community outreach. We have been recognized as both an MM+M Best Place to Work and an Inc. Best Workplace.

For more information, visit thehwpgroup.com.

What You Need to Know

We are looking to add a Help Desk Technician, Level II, to the Information Technology team. In this role, you will work closely with the Executive Vice President of Information Technology. You will be responsible for providing advanced technical assistance and support for computer systems, hardware, and software, using remote tools and diagnostic utilities, or performing hands-on fixes when remote tools are not appropriate. The Help Desk Technician, Level II, will establish successful working relationships with team members across all departments to ensure success.

What You’ll Do

• Triage incoming requests to the Help Desk via telephone, web portal, or email to ensure courteous,timely, and effective resolution of end-user issues
• Prioritize incidents and service requests to meet department-defined service-level agreements
• Troubleshoot and resolve (or in rare circumstances escalate) Windows® and Microsoft® Office issues to senior team members
• Troubleshoot and resolve or escalate standard company software applications (e.g., Microsoft Teams, Zoom, Adobe Suite, web browsers)
• Troubleshoot and resolve or escalate VOIP phone issues
• Manage end-to-end onboarding and offboarding of user accounts and/or devices
• Complete server-level access tasks as assigned by senior team members
• Serve as an escalation point for Level I tickets, reviewing and resolving issues that exceed L1 scope before escalating to senior team members
• Manage andmaintainuser accounts and permissions in Active Directory, including group memberships, access rights, and password policies
• Support endpoint security and patch management, ensuring devicesremainup to date and compliant with company standards
• Maintain and contribute to the IT knowledge base, documentingresolutionsand procedures to improve team efficiency
• Assistwith hardware asset management, tracking inventory, coordinating equipment procurement, and managing device lifecycle
• Meet or exceed all company security standards

What You’ll Have

• 4+ years of related IT support experience and/or training, or equivalent combination of education and experience
• Excellent customer service skills witha track recordof effective end-user communication
• Excellent verbal and written communication skills
• Experience with desktop operating systems, including Microsoft Windows 11 and macOS 15+
• Experience with Active Directory, including user account management, group policies, and permissions
• Familiarity with Microsoft 365 administration (Exchange Online, Teams, SharePoint, Intune)
• Experience with IT ticketing systems (eg, Zendesk or similar)
• Experience with remote monitoring and management (RMM) tools is a plus
• Familiarity with mobile device management (MDM) platforms such as Microsoft Intune is a plus
• Experience with server operating systems, including Windows Server 2022+ is a plus
• Familiarity with hardware-level changes to laptop computers
• Solid understanding of network concepts and TCP/IP, and the ability to troubleshoot internet connectivity issues
• Relevant certifications such as CompTIA A+, CompTIA Network+, or Microsoft certifications are a plus
• Ability to carry/relocatecomputer equipment weighing up to 60 lbs
• Ability to work independently, prioritize competing requests, and be a self-starter
• Strong analytical skills and a detail-oriented approach to problem-solving
• This is an in-office position. Must be able to commute to our Upper Saddle River, NJ office.

What We Offer

• Immediate eligibility for all benefits, including medical, dental, vision, group term life, short-term and long-term disability
• Benefits 100% company paid
• 401k plan employer matching contributions
• Eligibility for company sponsored incentive plans
• Generous PTO, including a week off in December for the holidays
• Paid volunteer time off
• Tuition reimbursement
• On-site gym and other employee wellness initiatives
• Employee Assistance Program
• Comp pay or comp time for onsite weekend work
• Availability of cell-phone stipends, based on business need
• Leadership development training program and other career development programs
• Remote and hybrid work schedule options
• Office locations in Upper Saddle River NJ (HQ), Red Bank NJ, and San Diego CA
• Salary range: $66,000 – $72,000 annually. Note: Actual salary will depend on background and experience.

M/F/D/V

Please note, we will only respond to candidates we deem qualified