L2 HelpDesk Technician | Hybrid - Raleigh/Durham, NC

Position Overview

As a HelpDesk Specialist, you will be the primary point of contact for resolving a wide range of technical issues both remotely and in person. Based in the Raleigh/Durham, NC area, this hybrid role offers 3 days of remote work per week with 2 days on-site. You will manage user accounts, troubleshoot application and access issues, and ensure seamless operation of on-site technology. In addition, you'll assist with hardware and software lifecycle management and may participate in cloud and on-premises projects as needed.

Key Responsibilities

• User Request / Incident Management: Provide troubleshooting for access issues, Office Suite problems, and other software-related challenges.
• Meeting Room Technology: Set up, troubleshoot, and maintain audiovisual and conferencing equipment.
• User Lifecycle Management: Assist with onboarding/offboarding, including provisioning/deprovisioning of devices and access rights.
• Hardware Support: Manage the complete hardware lifecycle, from deployment to disposal, including laptops, desktops, mobile devices, and peripherals.
• Device Management: Ensure endpoint devices (laptops, desktops, printers, copiers) are updated, secure, and functional.
• Laboratory Technology: Support any specific lab equipment or specialized devices as needed.
• Endpoint Security: Ensure all endpoint devices adhere to security policies, including antivirus and encryption tools.

Additional Responsibilities

Participate in various side projects related to cloud and on-premises infrastructure when needed. You'll collaborate with other teams to contribute based on workload and priority. In this hybrid role, strong written communication and remote collaboration skills are essential for seamless coordination across the team.