Service Desk Technician II
$65,000–$70,000 year
On-site · Walnut Creek, California, United States
Job Summary
Deliver end-to-end IT service desk support to Heffernan Group employees, resolving incidents related to hardware and software across desktop environments. Responsibilities include handling requests via phone, email, and chat; documenting user details and problem nature; prioritizing, escalating as needed, and recording the resolution path; applying diagnostic utilities; leveraging vendors’ updates and internal resources; performing hands-on fixes at the desktop OS level; installing software and hardware, performing backups, and maintaining equipment inventories; and contributing to problem prevention by analyzing trends. Requires strong customer-service orientation, effective communication, and hands-on troubleshooting across Windows environments, Office 365, networking basics (DNS/DHCP), and peripheral hardware.
Required Qualifications
- High School Diploma/GED required
- 2+ years of IT Service Desk experience required
- Experience in a customer service role, especially relating to technology support, is preferred
- Excellent interpersonal and communication skills
- LAN/WAN experience
- Hardware support (Laptops, Docks, Peripherals, Printers)
- Extensive Windows application support including Microsoft Office 365
- Strong troubleshooting and documentation skills
- Ability to work with diagnostic utilities and escalate as needed
- Ability to operate in-person, phone, email, chat, and remote assistance channels
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