IT Help Desk II

About the role

The IT Help Desk II role is responsible for overseeing and maintaining the organization’s unified communication systems, including telephony, video conferencing, collaboration tools, and both physical and softphone solutions. The position ensures seamless operation and effective communication across the company.

Key responsibilities

• Develop and maintain technical standards and procedures for voice service issue resolution.
• Install, configure, and maintain digital, VoIP, and video telephony products.
• Manage SIP trunks, PRI, and analog lines for hosted and on‑premises PBX and VoIP systems.
• Provide performance updates and proactively resolve unified communications and network infrastructure problems.
• Perform remote troubleshooting of applications and system errors using various tools.
• Collaborate with IT management and functional groups to design, deploy, and administer communication services.
• Lead architectural design for 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.

Required profile

• College or university degree in Information Technology or related field.
• 4‑5 years of IT help‑desk experience.
• Strong knowledge of TCP/IP, routing, and network protocols.
• Familiarity with ITIL v4 concepts (asset).
• Experience with Windows operating systems and user account management.
• Understanding of password management, mobile devices, and related tech products.
• Experience with cloud‑based ITSM ticketing systems such as FreshService.
• Preferred experience with Cisco communications platforms and integrated VoIP solutions.

Required skills

• TCP/IP (TCP/UDP/IP/ICMP)
• Routing protocols
• ITIL v4
• Windows OS administration
• User account and password management
• FreshService ticketing system
• Cisco communications platform
• VoIP telephone engineering
• SIP trunks, PRI, analog line handling
• PBX and on‑premises/hosted VoIP systems