Help Desk Technician – Level II

Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.

General Summary: Responsible for providing Level II desktop support for issues escalated from Level I in WRM’s Corporate Help Desk.

Essential Duties & Responsibilities:

• Respond to help desk calls escalated from Level I support.

• Escalates requests for resolution in a prompt manner - follow up as necessary. Track and provide resolution documentation utilizing the corporate Help Desk Management System. 

• Assist with investigating and deploying new software installs, upgrades and security updates to the desktop utilizing standard deployment techniques.

• Work with appropriate vendors to resolve technical problems with applications / systems as required.

• Assist in maintaining standard release levels for all corporate software deployed on the desktop.

• Be familiar with and be able to support end user applications deployed on WIG’s Corporate Network.

• Create and maintain desktop OS/software images to facilitate desktop deployments.

• Assist in the planning of major deployments pertaining to the desktop. Assist with new hardware deployments as it relates to new user setups and/or standard desktop peripherals.

• Assist with proper decommissioning of corporate hardware utilizing proper data / media sanitization techniques.

• Assists with troubleshooting network connectivity problems with users in the office or who are remote.

• Provide technical support / assistance for office equipment - including copiers, faxes and multi-function devices.

• Provide technical support for mobile devices, including phones and tablets.  Document software and hardware installation processes and procedures.

• Provide onsite support to remote sites as required.

• Other duties as assigned    

Education & Qualifications:

• Minimum of 4 years work experience in desktop support / help desk operations Bachelors Degree in MIS/Computer science or equivalent areas, or realted work experience, certifications a plus

• Experience working with Help Desk Ticket tracling systems – TrackIt  preferred

• Strong technical knowledge of Windows

• Infrasturcture technologies: Active Directory, WINS, DHCP, DNS, NTFS...

• Strong technical knowledge of Microsoft Operating System platforms, including Windows 10, 11 Strong technical knowledge supporting desktop applications on Windows platforms inlcuding Microsoft Office suite Fundamental knowledge of networking technologies such as TCP/IP, T1, subnets, VPN, etc..

• Experience with software distribution technologies such as SMS, SCCM, PDQ and Acronis Experience with Cloud Technologies such as Azure (preferred), AWS.

• Knowledge of cybersecurity threats and technologies / best practices to mitigate them

• Must possess superior problem solving, client effacing and follow up skills.

• Ability to express ideas clearly, effectively, and professionally in both verbal and written communication.

• Excellent prioritization skills and ability to handle multiple tasks simultaneously.

• Must be able to lift and move equipment weighing up to 30 pounds.

Pay Range

30.00 - 36.00 Hourly

The pay range provided above is made in good faith and based on our lowest and highest annual salary or hourly rate paid for the role and takes into account years of experience required, geography, and/or budget for the role.

Teammate Benefits & Total Well-Being

We go beyond standard benefits, focusing on the total well-being of our teammates, including:

• Health Benefits: Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance  
• Financial Benefits: ESPP; 401k; Student Loan Assistance; Tuition Reimbursement 
• Mental Health & Wellness: Free Mental Health & Enhanced Advocacy Services
• Beyond Benefits: Paid Time Off, Holidays, Preferred Partner Discounts and more. 

Not reflective of all benefits. Enrollment waiting periods or eligibility criteria may apply to certain benefits. Benefit details and offerings may vary for subsidiary entities or in specific geographic locations. 

Recruiting Vendor Disclosure Statement

Brown & Brown does not accept unsolicited resumes from external recruiters, recruitment vendors or employment agencies ("Recruiting Vendors"). Recruiting Vendors must have a valid written agreement and received prior written authorization from an authorized Brown & Brown representative before submitting candidates for any publicly posted role. Any unsolicited resumes submitted to Brown & Brown or its employees become the property of Brown & Brown, and no fees will be paid for such submissions. Additional information regarding this policy can be found on our careers page.

The Power To Be Yourself  

As an Equal Opportunity Employer, we are committed to fostering an inclusive environment comprised of people from all backgrounds, with a variety of experiences and perspectives, guided by our Diversity, Inclusion & Belonging (DIB) motto, “The Power to Be Yourself”.