Job Description

Help Desk Tier II Technician

📍 Location: Boca Raton, FL

🕒 Job Type: Full-Time,

About the Role:

We are seeking a skilled Help Desk Tier II Technician to join our IT support team. In this role, you will handle escalated technical issues, troubleshoot complex problems, and provide excellent customer support. You will also assist in maintaining IT infrastructure and contribute to process improvements.

Responsibilities:

• Provide second-level support for hardware, software, and network issues.
• Troubleshoot and resolve escalated tickets from Tier I support.
• Install, configure, and maintain desktops, laptops, and peripherals.
• Manage user accounts, permissions, and access controls.
• Assist with troubleshooting network connectivity issues (Wi-Fi, VPN, etc.).
• Support enterprise applications, including email and collaboration tools.
• Document issues and resolutions in the ticketing system.
• Work with vendors for hardware/software support as needed.
• Contribute to knowledge base documentation and IT process improvements.

Qualifications:

• Experience: 2+ years in IT support, with Tier II experience preferred.
• Education: Associate's or Bachelor's degree in IT-related field preferred (or equivalent experience).
• Certifications: A+, Network+, or other relevant certifications preferred.
• Skills:
• Strong troubleshooting and problem-solving skills.
• Knowledge of Windows, macOS, and common enterprise applications.
• Familiarity with Active Directory, Office 365, and basic networking.
• Excellent communication and customer service skills.

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