Tier 2 Help Desk Support Technician

This is a fully remote position, open to applicants in Florida.

📋 Description

• Deliver expert technical support to end users, workstations, applications, systems, networks, and IT infrastructure.

• Identify and resolve issues that exceed Level 1 support capabilities.

• Oversee incidents in line with predefined SLAs.

• Assist in IT projects and implementations.

• Provide technical mentorship to junior support staff.

• Act as an escalation point for intricate technical challenges.

• Proactively troubleshoot issues, determine root causes, implement effective solutions, and mitigate recurring incidents.

⛳️ Requirements

• Diagnose and rectify advanced hardware, software, application, and compatibility challenges.

• Utilize structured troubleshooting methods, including the Laws of Halves.

• Handle multiple incidents and requests while fulfilling SLAs and user expectations.

• Appropriately escalate and communicate high-priority incidents.

• Execute complex workstation swaps and migrations, including CAD, QuickBooks, and other specialized applications.

• Provide support for Microsoft 365, encompassing SharePoint, OneDrive, and Teams.

• Comprehend file structures, permissions, shared resources, calendars, and collaboration tools.

• Administer Windows operating systems, user accounts, permissions, policies, and updates.

• Manage accounts across local systems, Active Directory, and Azure AD/Microsoft Entra ID.

• Oversee Active Directory users, groups, OUs, and GPOs.

• Facilitate patch management using tools like Ninja.

• Support VMware and Microsoft Hyper-V environments.

• Create, configure, and troubleshoot virtual machines and servers.

• Resolve TCP/IP, DHCP, DNS, VLAN, routing, and switching issues.

• Employ tools such as ping, traceroute, and Wireshark for diagnosing connectivity issues.

• Troubleshoot RDP, VPN, and other remote access technologies.

• Maintain endpoint security solutions, including antivirus, firewalls, encryption, and IDS/IPS.

• Adhere to cybersecurity policies and assist with security incident responses.

• Understand backup, recovery, and disaster recovery procedures.

• Manage and prioritize incidents and service requests within the ticketing system.

• Follow established SLAs, escalation protocols, and change management processes.

• Support software deployments, system upgrades, patches, migrations, and configuration modifications.

• Create and update technical documentation, SOPs, and knowledge base entries.

• Engage in IT projects, implementations, migrations, and system upgrades.

• Document solutions and contribute to the enhancement of support processes.

• Provide advanced support and technical guidance to Level 1 technicians.

• Mentor junior personnel and act as a technical Subject Matter Expert when necessary.

• Communicate effectively with users of varying technical expertise.

• Exhibit strong customer service, patience, professionalism, and active listening skills.

• Possess strong analytical and problem-solving capabilities.

• Ability to work both independently and collaboratively.

• Adaptable to shifting priorities and evolving technologies.

• Commitment to ongoing technical education and professional growth.

• Ability to identify recurring issues and implement preventive measures.

🏝️ Benefits

• Health Care Plans (Medical, Dental & Vision)

• Retirement Plan and Matching (Simple IRA)

• Paid Time Off (Vacation, Sick, and Public Holidays)

• Full-Remote Work from Home