Tier 2 Help Desk Support Technician

The Tier 2 Help Desk Support Technician provides advanced technical support for end users, workstations, applications, systems, networks, and IT infrastructure. This role is responsible for diagnosing and resolving issues beyond the scope of Level 1 support, managing incidents in accordance with established SLAs, assisting with IT projects and deployments, and providing technical guidance to junior support personnel., The S2 Support Technician serves as an escalation point for complex technical issues and is expected to independently troubleshoot problems, identify root causes, implement effective solutions, and prevent recurring incidents. The position requires strong technical knowledge, excellent customer service, effective communication, and the ability to adapt to changing priorities and technologies. Requirements

Technical Support

• Diagnose and resolve advanced hardware, software, application, and compatibility issues.
• Apply structured troubleshooting techniques, including the Laws of Halves.
• Manage multiple incidents and requests while meeting SLAs and user expectations.
• Escalate and communicate high-priority incidents appropriately.
• Perform complex workstation swaps and migrations, including CAD, QuickBooks, and other specialized applications.

Microsoft 365

• Support Microsoft 365, including SharePoint, OneDrive, and Teams.
• Understand file structures, permissions, shared resources, calendars, and collaboration tools.

Systems Administration

• Administer Windows operating systems, user accounts, permissions, policies, and updates.
• Manage accounts across local systems, Active Directory, and Azure AD/Microsoft Entra ID.
• Manage Active Directory users, groups, OUs, and GPOs.
• Support patch management using tools such as Ninja.

Virtualization

• Support VMware and Microsoft Hyper-V environments.
• Create, configure, and troubleshoot virtual machines and virtual servers.

Networking

• Troubleshoot TCP/IP, DHCP, DNS, VLAN, routing, and switching issues.
• Use tools such as ping, traceroute, and Wireshark to diagnose connectivity problems.
• Troubleshoot RDP, VPN, and other remote-access technologies.

Security and Backup

• Support endpoint security solutions, including antivirus, firewalls, encryption, and IDS/IPS.
• Follow cybersecurity policies and assist with security incident response.
• Understand backup, recovery, and disaster recovery processes.

Incident and Change Management

• Manage and prioritize incidents and service requests within the ticketing system.
• Follow established SLAs, escalation procedures, and change-management processes.
• Support software deployments, system upgrades, patches, migrations, and configuration changes.

Documentation and Projects

• Create and maintain technical documentation, SOPs, and knowledge base articles.
• Participate in IT projects, deployments, migrations, and system upgrades.
• Document solutions and contribute to improved support processes.

Leadership and Customer Service

• Provide advanced support and technical guidance to Level 1 technicians.
• Mentor junior staff and serve as a technical Subject Matter Expert when needed.
• Communicate effectively with users of varying technical abilities.
• Demonstrate strong customer service, patience, professionalism, and active listening.

• Strong analytical and problem-solving abilities.
• Ability to work independently and collaboratively.
• Adaptability to changing priorities and technologies.
• Commitment to continuous technical learning and professional development.
• Ability to identify recurring issues and implement preventative solutions.

3.73.7 out of 5 stars Jacksonville, FL Remote $62,000 - $77,500 a year - Full-time, Pulled from the full job description

• Health insurance
• Retirement plan
• Paid time off
• Vision insurance

• Dental insurance, * 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