Helpdesk Technician II

Helpdesk Technician IIWe are seeking a Helpdesk Technician II to join our team at Independent Living Systems (ILS). ILS, along with its affiliated health plans known as Florida Community Care and Florida Complete Care, is committed to promoting a higher quality of life and maximizing independence for all vulnerable populations.The Helpdesk Technician II plays an essential role in ensuring the smooth operation of an organization's IT infrastructure by providing advanced technical support and troubleshooting assistance to end-users. This position involves diagnosing and resolving complex hardware, software, and network issues, often requiring a deeper understanding of IT systems than entry-level roles. The Helpdesk Technician II will act as a key liaison between users and IT departments, facilitating communication and ensuring timely resolution of technical problems. Additionally, the role expected to troubleshoot and resolve hardware and software issues, as well as provide excellent customer service. Ultimately, the Helpdesk Technician II's main goal will be to ensure that all technical issues are resolved in a timely and efficient manner, minimizing downtime and maximizing productivity.Minimum Qualifications:Associates degree3 years of experience in a helpdesk or technical support roleStrong knowledge of Microsoft Windows, imaging and hardware troubleshootingExcellent problem-solving and communication skillsAbility to work independently and in a team environmentRelevant experience may substitute for the educational requirement on a year-for-year basisPreferred Qualifications:Bachelor's degree in Computer Science or related fieldExperience with Active Directory, Multifactor Authentication, and other related technologiesExperience with remote desktop support toolsITIL certification, Comp TIA A+ or equivalentExperience in the Health Care Services industryResponsibilities:Demonstrate commitment to Our Mission and models ILS Experience Standards of Excellence.Respond to and resolve incoming helpdesk requests via phone, email, or ticketing system in a timely and professional manner.Diagnose, troubleshoot and resolve hardware, software, and network connectivity issues for end-users, including desktops, laptops, printers, and mobile devices.Install and configure software and hardware including setting up physical components (and installing operating systems, drivers, and applications.Document all support activities and resolutions accurately in the helpdesk ticketing system to maintain clear communication and tracking.Collaborate with senior IT staff to escalate unresolved issues.Participate in ongoing training to stay current with healthcare IT systems and best practices.Participate in on-call rotations and respond promptly to critical incidents to minimize business disruption.Perform other duties as assigned.