IT Help Desk II – Unified Communications Support

About the role

The IT Help Desk II provides administration and support for unified communication systems, including telephony, video conferencing, and collaboration tools. The role ensures seamless operation of both physical and softphone environments and delivers high‑quality customer service across the organization.

Key responsibilities

• Develop and maintain technical standards and procedures for voice service issue resolution.
• Install, configure, and maintain digital, VoIP, and video telephony products.
• Work with SIP trunks, PRI, and analog lines for on‑premises and hosted PBX/VoIP systems.
• Provide performance updates, proactively resolve problems, and perform remote troubleshooting.
• Lead architectural design of communication services such as auto‑attendant, line porting, and call‑flow changes.
• Participate in product evaluations, system testing, and lifecycle management.
• Support scheduled and unscheduled maintenance, change management, and on‑call duties.
• Follow help‑desk policies for ticket categorization, prioritization, resolution, and escalation.
• Mentor junior help‑desk staff and delegate workload tasks.

Required profile

• College or university degree in Information Technology (or equivalent).
• 4‑5 years of IT help‑desk experience.
• Strong knowledge of TCP/IP, routing protocols, and network fundamentals.
• Experience with Windows operating systems and user account management.
• Familiarity with password management, mobile devices, and general computer hardware/software.
• Experience with cloud‑based ITSM ticketing systems (e.g., FreshService).
• Preferred experience with Cisco communications platforms and integrated VoIP solutions.

Required skills

• TCP/IP, UDP, ICMP, routing
• Windows OS administration
• User account and password management
• FreshService (or similar ITSM) ticketing
• Cisco communications platform
• VoIP telephone solutions
• SIP trunks, PRI, analog lines
• PBX and on‑premises/hosted VoIP systems
• ITIL v4 (asset)