IT Help Desk Level II

Job Function:

IT Help Desk Level II

Primary Location: Onsite - Alpharetta, Ga

Compensation: Non-Exempt - $23- $28/ hourly

Company: Superior

About Us:

We are seasoned treasury experts, dedicated to serving all of our clients' banking needs. With over 90 years of experience in the financial industry delighting our clients, we have earned the trust of banks and businesses by building long-standing relationships and delivering outstanding results every time. We think of ourselves as your dedicated partners and collaborators striving to make a meaningful impact to your organizational efficiencies so you can personally feel things running smoother. Superior is your flexible partner serving your evolving needs for decades to come. We offer superior customer experiences focused on their banking needs, including conversion and migration services, check printing, RDC scanner fulfillment, cash vault supplies, security token distribution, remote cash capture, call center and help desk solutions, as well as full color and variable print and mail capabilities.

Position Summary:

Under the broad direction of the Security Architect, the Help Desk Level II position serves as a primary point of contact for end-user technical support, providing responsive and effective assistance to approximately 150 users across 250 endpoints. This role is designed as a growth-track position with a defined path toward a Junior Systems Administrator role for the right candidate.

The Help Desk Level II position will be responsible for assisting in supporting Windows-based Desktop Operating Systems and end-user devices located in Alpharetta, Georgia and Santa Fe Springs, CA. This position requires the individual to investigate, analyze, and resolve Windows-based Desktop problems. The position will require frequent interaction with customers, subcontractors, and teammates in support of day-to-day operations. As a member of our diverse, highly adaptive, and highly valued IT Support Team, you will work closely with System Administrators, Risk & Compliance, Cybersecurity professionals, Development Team, and Operations specialists.

Essential Duties and Responsibilities:

• Support and close 70% or more Help Desk requests with average successful close time less than 1 workday (8 hours).
• Support Security Architect with full participation in banking BCP, imaging and Live DialPad and MS Business Voice Teams test, including documentation and client pre and post call meetings
• Assist with Active Directory tasks including password resets, account creation, and basic account management. Policy management and advanced AD administration are performed under the direction of the Security Architect.
• Assist with patching Staging and Production machines under the direction of the Security Architect, and generate monthly patch compliance reports. This includes assisting with zero-day patches as needed. Assist in deploying Windows Feature upgrades.
• Prioritizing and troubleshooting network and systems issues, ranging from low-level hardware right through to application level. Includes AD / Web / File Servers.
• Support general Help Desk tickets related to VoIP phones including basic troubleshooting and user assistance. VoIP system setup, configuration, upgrades, and system ownership are the responsibility of the Security Architect.
• Imaging and deploying new workstations. Management of Software Deployment and versioning. Ensures a consistent supply of available inventory for use. Oversees firmware updates to BIOS and OS drivers.
• Support Shipping and receiving department through UPS WorldShip application, configure, deploy, and troubleshoot.
• Help support keeping Inventory of all Hardware & Software Assets up to date.
• Physically move user's computer from different departments and locations.
• Support and set up BitLocker encryption and ensures compliance through management console.
• Configure and support mobile devices, using MDM, laptops, tablets, and cell phones.
• Ability to perform folder restoration from Veeam, if needed.
• Setup company meeting AV equipment including recording of live stream.
• Be main point person for remote setups and support.
• Support Microsoft 365 end-user requests including Microsoft Defender alerts and Microsoft 365 Admin Console basic tasks such as license assignments and user management.
• Maintain accurate records of laptops, scanners, printers, mobile devices, and warehouse equipment. Track device lifecycle, warranty status, and coordinate timely replacements to minimize operational disruption.
• Assist with basic network troubleshooting including Wi-Fi connectivity issues, cable tracing, and switch port checks, with a focus on minimizing downtime within warehouse and production environments.
• Support installation, configuration, and ongoing maintenance of printers, copiers, label makers, handheld scanners, VoIP phones, and other warehouse-critical devices to ensure continuous operational readiness.
• Install approved applications, drivers, and updates on end-user systems. Ensure all devices remain compliant with company-standard software configurations and security baselines.
• Assist in monitoring and configuration of physical security systems including access control and camera systems.
• Maintenance support for any desktop UPS and Sever Smart UPS battery replacements as needed.
• Apply technical knowledge to assess and recommend solutions that support end-user and Help Desk requirements.
• Regularly communicate both orally and in writing with staff, management, contractors, external vendors, and customers for the purposes of coordination and problem solving.
• Manage multiple technical support tasks and Help Desk tickets effectively while meeting response time and resolution goals.
• Speak, read, comprehend, and write English fluently.

Minimum Requirements:

To perform the duties of this position successfully, an individual must be able to perform each of the essential functions satisfactorily. The following requirements are representative of the education, knowledge, skills, and abilities.

Applications:

To perform the duties of this position successfully, an individual must be able to perform each of the essential functions satisfactorily. The following requirements are representative of the education, knowledge, skills, and abilities.

Applications:

• MS Windows Server 2022–2025
• MS Windows 11 Enterprise
• Veeam
• Office 365 Suite – Teams / Word / Excel / Outlook
• Zoom
• VoIP Systems
• Patch Management Software
• Network Firewalls / Wireless Infrastructure / Switching & Routing
• DNS Content Filtering
• Endpoint Protection / AV / EDR
• Microsoft Security Center
• Apple Mobile Devices

Education:

Bachelor’s degree in Information Technology, Information Systems, Computer Science or related field preferred. Equivalent combination of education, training, and experience demonstrating possession of the required technical knowledge will be considered.

CompTIA A+, Network+, Security+ or equivalent certification accepted in lieu of degree.

Competitive Pay: We offer fair and competitive wages based on experience and market standards.

Health Insurance: Competitive medical, dental, and vision plans to ensure you and your family are covered.

Life and Disability Insurance: Company-provided life insurance along with short-term and long-term disability coverage.

Employee Assistance Program (EAP): Access to confidential counseling and support services for personal and professional challenges.

Paid Time Off (PTO): Generous paid vacation, sick leave, and holidays.

Professional Development: Opportunities for growth, training, and skill-building within the company.

Equal Opportunity Employer: Superior is proud to be an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, national origin, age, genetic information, disability, protected veteran status, or any other characteristic or category protected by local, state, or federal law.