IT Service Desk II - (Maitland, Fl)

Position Overview:

The IT Service Desk II Technician is integral to the IT Support Team at AssistRx, responsible for providing advanced technical support and customer service to our staff and team members. This role will handle higher complexity IT issues and serve as a resource for junior technicians. The IT Service Desk II Technician will work with a variety of technologies, including desktop systems, applications, network issues, and hardware problems. The aim is to ensure a seamless IT experience for all users.

Responsibilities:

• Respond to and manage incoming support requests, ensuring timely resolution of issues.
• Provide Tier 2 technical support for hardware, software, and network issues.
• Serve as an escalation point for Tier 1 technicians and assist in training and mentoring.
• PC Imaging, inventory, and lifecycle support for equipment
• Perform troubleshooting and root cause analysis of complex technical issues.
• Document and maintain records of support issues, resolutions, and processes in the ticketing system.
• Assist in the development and implementation of support processes, policies, and best practices.
• Assist with IT projects and deployments as needed, including hardware and software rollouts.

Requirements:

• Bachelor's Degree (BA) from four-year college or university, or one to two years of related experience and/or training, or equivalent combination of education and experience.
• 3-6 years’ experience as service desk technicians and or technical support role
• Certificates, licenses, and registrations required:  COMPTIA - A+, Network +, Security + Microsoft - MSP
• Computer skills required: (Inventory Software; Microsoft Office Suite; Active Directory; Office 365 Administration Suite.
• Other skills required: 
1. Some certifications or vocational/technical training may substitute if current and relevant to the position.
2. Outstanding customer service skills and commitment to end user experience.
3. Desktop support experience with Windows Operating Systems and Macintosh. Experience in investigating and troubleshooting hardware and software problems.
4. Demonstrated knowledge with Microsoft Office 365 including admin portal. 
5. Demonstrated experience with workstation configuration.
6. Demonstrated ability to document configurations, processes, and policies. 
7. Ability to participate on on-call rotation.

Desired Skills:

• Exposure to IT Asset Management controls.

• Ability to work with different personality types. 
• A positive and can-do attitude will be critical. 
• Experience with JIRA, SharePoint, and Salesforce is a large plus.
• Demonstrated written and verbal communication skills.
• Demonstrated effective teaming skills; aptitude for learning new technologies.
• Experience with moderately sophisticated automated Desktop Imaging tools required. 
• Experience in a fast paced 24x7x365 SAAS environment is desirable.

• Supportive, progressive, fast-paced environment
• Competitive pay structure
• Matching 401(k) with immediate vesting
• Medical, dental, vision, life, & short-term disability insurance

AssistRx, Inc. is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors, or any other protected categories protected by federal, state, or local laws.

All offers of employment with AssistRx are conditional based on the successful completion of a pre-employment background check.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. Sponsorship and/or work authorization is not available for this position.

AssistRx does not accept unsolicited resumes from search firms or any other vendor services. Any unsolicited resumes will be considered property of AssistRx and no fee will be paid in the event of a hire