IT Helpdesk Technician II

Job Summary

As an IT Helpdesk Technician, you will be responsible for delivering world-class technical support across our global operations. This position will play a key role in diagnosing, documenting, and resolving software, hardware, and network issues, ensuring employees have the tools they need for seamless IT performance. The ideal candidate will excel at troubleshooting, root cause analysis, and providing exceptional customer service, contributing to the success of our IT operations.

• Essential Duties and Responsibilities
• Provide exceptional IT support to global operations through onsite, remote, phone, and ticketing system requests.
• Troubleshoot and resolve software, hardware, and networking issues efficiently and effectively.
• Collaborate with IT teams to escalate and resolve complex technical challenges.
• Perform root cause analysis and ensure issues are resolved quickly and accurately.
• Configure, test, and install software applications and hardware to company standards.
• Manage IT assets, including workstation setups for new hires and inventory tracking.
• Resolve user logon and access issues, ensuring security and smooth operation.
• Support remote workers with Virtual Private Network (VPN) and remote desktop solutions.
• Support and troubleshoot peripheral devices, including scanners, copiers, and printers.
• Provide end-user training on common software and systems to enhance efficiency.
• Maintain accurate records in IT systems and ensure documentation is up to date.
• Travel to job sites as needed.
• Perform additional tasks and projects as needed to support the team and organization, ensuring flexibility in adapting to evolving priorities and objectives.
• In addition to core helpdesk responsibilities, this role will also support GitLab platform administration and related user requests.

• Provide part-time support for GitLab platform administration and user requests during designated coverage windows aligned with US business hours.
• Manage GitLab groups, projects, and user access, including creating groups, updating memberships, and organizing project structures.
• Execute standardized processes for GitLab, ensuring alignment with established naming conventions, group structures, and best practices.
• Respond to and resolve GitLab-related issue tickets, including validating request details, completing required actions, and communicating with requestors to ensure successful outcomes.
• Research and validate business information across internal systems (e.g., CRM, Accounting, Project Operations) to support accurate GitLab updates.
• Collaborate with GitLab administrators and escalate complex or time-sensitive issues as needed.
• Provide limited SLA-based support (2–3 hours per day, 1–2 days per week), aligned to North America business hours.
• Other duties assigned as needed

WHAT WERE LOOKING FOR

• 2-4 years of hands-on IT support experience in a corporate environment.
• Strong verbal and written communication skills.
• Excellent capability to switch tasks while adapting to changing priorities in a fast-paced environment.
• Self-motivated with excellent problem-solving skills.
• Exceptional attention to detail and time management skills.
• Proficiency in Windows and macOS environments with Microsoft 365 administration experience.
• Experience supporting Apple products and specialized hardware.
• Knowledge of enterprise-level hardware troubleshooting and maintenance (Dell, Apple).
• Familiarity with enterprise applications (e.g., Office 365, Adobe, AutoCAD).
• Experience with ITSM platforms (e.g., ServiceNow, Jira), ticketing systems (e.g., Web Helpdesk), and cloud services (e.g., Azure, AWS) are a plus.
• Basic experience with CRM and ERP platform administration.
• Ability to learn and support GitLab platform administration, including group and project management.
• Strong attention to detail when handling structured data, naming conventions, and access management.
• Ability to follow defined processes and apply business logic across multiple systems.
• Effective communication skills for interacting with users and gathering required information to fulfill requests.

• High School Diploma or Equivalent (Associates or bachelors degree in IT, Computer Science, or a related field preferred).
• Strong intermediate-level PC and networking skills (Apple device experience is a plus).
• Relevant certifications (Microsoft, A+, Network+) preferred.
• Experience with GitLab, GitHub, or similar source control / project management platforms.
• Familiarity with enterprise business systems such as CRM, ERP, or project operations tools.
• Experience working with structured workflows, ticket queues, and SLA-driven support models.

• High School Diploma or Equivalent (Associates or bachelors degree in IT, Computer Science, or

a related field preferred).

• A minimum of 2 years of hands-on IT support experience in a corporate environment.
• Strong intermediate-level PC and networking skills (Apple device experience is a plus).
• Relevant certifications (Microsoft, CompTIA A+, Network+) preferred.

AVI-SPL is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, disability status, or membership in any other group protected by federal, state, or local law. AVI-SPL is an AA/Disabled/Veteran Protected Employer VEVRAA Federal Contractor.

AVI-SPL reserves the right to alter work hours and work location as necessary. Work hours may vary based on client requirements and may include travel to various locations in support of the account.