IT Help Desk

Job Overview:

We are seeking an experienced IT Help Desk Level 2 Support Specialist to join our dynamic IT support team. In this role, you will be responsible for troubleshooting and resolving advanced technical issues related to hardware, software, and networking, ensuring that employees have the tools and resources they need to be productive. As a Level 2 support specialist, you will assist in managing escalated incidents from Level 1 support staff, as well as provide hands-on solutions and support for a variety of IT issues.

Key Responsibilities:

• Provide technical support for hardware, software, and networking issues across various devices and platforms, including desktops, laptops, printers, mobile devices, and network equipment.
• Troubleshoot and resolve complex technical issues that have been escalated from Level 1 support, ensuring quick resolution to minimize business disruption.
• Support operating systems including Windows, macOS, and Linux environments.
• Perform user account management, including creating, modifying, and disabling accounts, managing permissions, and troubleshooting login issues via Active Directory (AD).
• Troubleshoot and support applications like Microsoft Office 365, email systems (Outlook), and other enterprise software tools.
• Assist with network-related issues, such as DNS, DHCP, VPN, and Wi-Fi connectivity, and escalate to Level 3 support when needed.
• Handle hardware repairs, software installations, and configurations for desktop computers, laptops, printers, and other peripheral devices.
• Document and track all support tickets in the IT service management system (e.g., ServiceNow, Jira, or Zendesk), providing clear, concise descriptions of issues and their resolution.
• Assist with the deployment of new hardware and software, including imaging, setup, and configuration.
• Provide remote troubleshooting and support for users through remote access tools.
• Participate in system maintenance tasks, including patch management, software updates, and system upgrades.
• Work closely with the IT team to identify recurring technical problems and propose solutions to prevent future incidents.
• Communicate effectively with users to understand their issues, provide status updates, and ensure satisfactory resolution.
• Perform periodic reviews of active tickets and escalate unresolved issues to higher-level technical teams.

Required Qualifications:

• Experience:
• Minimum of 3 years of IT support experience, particularly in a Help Desk or Service Desk environment.
• Proven track record of providing Level 2 support for IT-related issues, including hardware and software troubleshooting.
• Certifications:
• CompTIA A : Industry-standard certification for entry-level IT support professionals, covering a range of IT concepts including hardware, software, networking, and troubleshooting.
• Microsoft Certified: Windows Client (or equivalent Microsoft certification): To demonstrate knowledge of Windows operating systems and troubleshooting skills.
• CompTIA Network (preferred): Knowledge of networking fundamentals to troubleshoot network issues such as VPNs, DNS, DHCP, and Wi-Fi.
• Cisco Certified Network Associate (CCNA) (preferred): Knowledge of networking principles and protocols, especially if the role involves network support.
• Microsoft Certified: Azure Fundamentals (or related cloud certification) is a plus for cloud-related support.
• Technical Skills:
• Proficient in supporting and troubleshooting Windows, macOS, and Linux operating systems.
• Experience with Active Directory for user management, group policies, and security permissions.
• Experience with helpdesk or service desk ticketing systems (ServiceNow, Zendesk, Jira).
• Familiarity with network protocols and concepts such as TCP/IP, DNS, DHCP, and VPN.
• Experience troubleshooting enterprise software (e.g., Microsoft Office 365, Google Workspace).
• Basic understanding of virtualization (VMware, Hyper-V) and cloud technologies (Microsoft Azure, AWS)

Job Type: Contract

Pay: $17.00 - $18.50 per hour

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Commute:

• Deerfield Beach, FL 33442 (Required)

Work Location: In person

Salary : $17 - $19