Helpdesk Technician II: Tier-2 IT Support

Culinary Health Fund

Las Vegas (NV)

On-site

USD 38,000 - 47,000

Full time

14 days+

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Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Paid Time Off

401(k)

Disability insurance

Life insurance

Employee assistance program

Job summary

UNITE HERE HEALTH is seeking a Helpdesk II to provide world‑class IT support for Health Center/Fund employees, handling PC, mobile, telephony, and software issues. You’ll escalate, document solutions, and contribute to a knowledge base while representing IT professionally.

The role includes Tier 2 responsibilities, on‑call rotation every 9 weeks, and potential travel between two local Health Center locations. Experience in Windows/Mac environments and ServiceNow is preferred.

Qualifications

2 ~ 3 years of recent direct experience in a Helpdesk role minimum.
Working knowledge and experience in a Windows based support environment.
Mac support experience a plus.
Experience with technical Help Desk or high-level customer service operations.
Intermediate to advanced knowledge of PC and Microsoft end-user-facing technologies at the end-user level.
Mid-level knowledge of PC, mobile, telephony and other end-user facing technologies.
Associate’s degree in Computer Science, Information Systems or related field or equivalent work experience required.
Preferred: Certification in A+ Certification and/or Microsoft Certifications.
Ability to travel locally - this position is a "float" position that will support two separate Health Center locations in and will travel between the two.
Preferred: Valid, unrestricted state driver’s license
Preferred: Personal vehicle, valid registration, and current insurance

Responsibilities

Serves as a Tier 2 technical and customer support resource to all Health Center/Fund employees
Covers the tier 1 helpdesk regularly (when necessary) and serves as the escalation point for tickets beyond the ability of Tier I
Escalates unresolvable tickets to Tier 3
Documents ticket solutions and expands the knowledgebase within the Service-Now ticketing system
Responds to all local and remote customer inquiries for assistance received via telephone, email or direct contact providing intermediate to advanced troubleshooting and problem resolution
Resolves issues in a timely and professional manner while meeting or exceeding established metrics
Takes proactive action in insuring warrant ability of Health Center/Fund technical systems
Handles Health Center/Fund employee questions regarding end-user-facing hardware and software and serves the Health Center/Fund in a consultative manner
Ensures timely completion and follow-up of all support incidents
Creates documentation of technical solutions and help desk procedures and trains others
Comfortable presenting business solutions in person or via online systems such as Microsoft teams, zoom etc.
Tracks user satisfaction through follow-up calls and surveys as required / directed
Assists Infrastructure and Operations functions with special projects as required
Proficient with imaging laptop/desktops
Cross trains with other staff and continues to learn and expand on skills beyond helpdesk needs
Supports the Health Center/Fund’s telecom system
Assists with audio/visual (A/V) setup and supports meetings as needed
Learns the Health Center/Fund’s applications including, but not limited to the electronic medical records (EMR) system(s) and other applications and becomes efficient in supporting users needs at the helpdesk level
Demonstrates the Fund’s Diversity and Inclusion (D&I) principles in their conduct at work and contributes to a safe inclusive culture with equitable opportunities for success and career growth