Help Desk Technician-Level 2

ABOUT THE ORGANIZATION:

Edesia is a nonprofit, social enterprise on a mission to end malnutrition globally. Since we opened our doors in 2010, we have reached over 26 million children across 65 countries with the life-saving foods we make here in Rhode Island in partnership with UNICEF, World Food Programme, and the United States Government. Every day we work together to reach children caught in humanitarian crises worldwide and need mission-driven, energetic, passionate problem solvers to join our team.

JOB SUMMARY:
The Help Desk Technician, Level 2, provides advanced, hands-on technical support to end-users and ensures the seamless operation of IT systems. As a critical escalation point for Tier 1 support, this role involves diagnosing and resolving complex hardware, software, and network issues. It also plays a key role in onboarding new team members, deploying IT equipment, and maintaining a secure and responsive support environment.
This role thrives in a startup-like environment where adaptability and a proactive mindset are essential. The ideal candidate brings a cross-functional approach to success, is eager to collaborate across departments, and is always ready to jump in wherever needed to provide on-site IT support. Success in this position requires excellent troubleshooting ability, strong communication skills, a service-oriented mindset, and the ability to work both independently and collaboratively with senior IT staff.

RESPONSIBILITIES AND DUTIES:

• Create, manage, and resolve support tickets promptly using the IT Service Management system; escalate issues appropriately to senior IT staff or other support teams.
• Provide high-level technical support to end-users across hardware, software, networking, and peripheral issues, ensuring minimal disruption to business operations.
• Set up and configure new hardware and software for incoming team members, including laptop imaging, system setup, user account provisioning, mobile device setup (e.g., iPhones), and installation of required applications and tools.
• Maintain and troubleshoot desktop and mobile computing environments, resolving issues related to Windows/macOS operating systems, productivity suites, and standard business software.
• Diagnose and resolve network-related issues, including wired and wireless connectivity, DNS, DHCP, and VPN access.
• Perform hardware repairs and software upgrades for desktops, laptops, printers, and related IT equipment.
• Build, upgrade, and maintain computer systems, replacing or repairing hardware components as needed.
• Collaborate with senior IT staff on infrastructure projects, system rollouts, and escalated troubleshooting efforts.
• Utilize logs, diagnostic tools, and deductive reasoning to investigate and resolve complex technical issues.
• Maintain accurate records and documentation, including asset inventory, support actions, and solutions in the internal knowledge base.
• Ensure a high level of customer service, responding promptly and professionally to staff requests while managing expectations and follow-through.
• Support mobile device troubleshooting and configuration, including iPhones and other handheld equipment.

Contribute to IT process improvements and share best practices for improving system reliability and user experience.

REQUIRED QUALIFICATIONS:

• Bachelor's degree in Computer Science or equivalent work experience required. Minimum of 5 years of related work experience.
• A solid technical background is required, and a strong background in Networking is preferred but not required.
• Strong troubleshooting skills with the ability to identify the root cause of problems and resolve them quickly are required. A strong understanding of Windows Server, Windows Operating System, and Microsoft Office Suite, as well as the ability to install and configure computer software, is required.
• Working knowledge of mobile devices, including iPhone, iPad, Surface, etc.
• Hands-on experience supporting O365, SharePoint, OneDrive, Active Directory, Group Policy, and Networking
• Must be motivated, self-reliant, and able to work well in a team or group environment.
• Demonstrated ability to multitask and manage simultaneous time-sensitive issues.
• Excellent written and verbal communication skills.
• Ability to lift up to 50 pounds
• Hours are 8:30 a.m. - 5:00 p.m. and required flexibility for off-hour support

PREFERRED:

• Experience with VMware VDI

WORKING CONDITIONS:
General office environment; occasionally works in the production area—high utilization of office equipment, phone, computer, climbing ladders, etc.

The requirements described are representative of those that must be met to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.