Help Desk Specialist Tier II

We can not provide sponsorship or work C2C. W2 onlyThis is a contract position through DWS working for our healthcare client.Must be available to work on-site 5x a week in Plainview, NY + traveling to different sites in the immediate area as needed (car mileage paid).Job Summary:We are seeking a dedicated and knowledgeable Help Desk Technician to provide technical support and assistance to our end-users. This role involves traveling to & from various offices in the Plainview area to troubleshoot hardware and software issues, answering inquiries, and ensuring that IT systems are functioning smoothly. The ideal candidate will be patient, solution-oriented, and able to communicate technical information to non-technical users.Key ResponsibilitiesProvide Level 2 technical support for end users by responding to help desk requests via phone, email, chat, or ticketing system.Troubleshoot and resolve hardware, software, operating system, and basic network connectivity issues in a timely manner.Log, track, and document incidents and service requests in a ticketing system (e.g., ServiceNow), ensuring accurate updates and resolution notes.Escalate complex issues to senior technical teams when necessary while maintaining ownership of the ticket through resolution.Install, configure, and support desktops, laptops, mobile devices, printers, and other end-user hardware.Assist with user onboarding and offboarding, including provisioning equipment, setting up user accounts, and configuring system access.Provide remote and in-person "white glove” support to ensure a seamless technology experience for end users.Support common enterprise applications such as Microsoft Office 365 and other business tools.Collaborate with IT team members to identify recurring technical issues and contribute to long-term solutions.Maintain documentation and knowledge base articles for frequently occurring issues.QualificationsHigh school diploma or equivalent required; associate's or bachelor's degree in IT or related field preferred.2+ years of experience in a Help Desk, Service Desk, Desktop Support, or IT Support role.Strong troubleshooting skills across Windows environments, hardware devices, and common software applications.Experience using ticketing systems such as ServiceNow, Jira, Zendesk, or similar ITSM platforms.Excellent customer service and communication skills with the ability to support non-technical users.Experience providing both remote and onsite technical support.Ability to manage multiple support requests in a fast-paced environment.CompTIA A+ certification or equivalent technical certification.Preferred SkillsExperience with Active Directory, user account management, and permissions.Knowledge of Office 365 / Microsoft 365 administration.Basic understanding of networking concepts (DNS, DHCP, VPN connectivity).Experience supporting mobile devices and endpoint management tools.