Helpdesk Technician Level 2

The Help Desk Technician at Surepoint Medical Centers provides advanced technical support for hardware, software, and network-related issues while delivering exceptional customer service to end users. This role serves as an escalation point for complex technical problems, mentors junior support staff, and helps maintain reliable IT systems and operations across the organization.

What you'll do:

Technical Support

• Provide Tier 2 and Tier 3 support for desktops, laptops, mobile devices, printers, and peripherals.
• Troubleshoot and resolve hardware, software, network, and application issues.
• Manage and support Microsoft Windows, Microsoft 365, and Active Directory environments.
• Perform system installations, upgrades, patches, and maintenance.
• Support VPN, remote access, and cybersecurity-related issues.

Incident & Service Management

• Respond to and resolve service tickets within established SLAs.
• Escalate critical incidents when necessary and coordinate resolution efforts.
• Document troubleshooting steps, solutions, and knowledge base articles.
• Monitor ticket queues and ensure timely follow-up with users.

Infrastructure Support

• Assist with server administration and system maintenance.
• Support user account provisioning, permissions, and group management.
• Troubleshoot network connectivity issues including switches, wireless access points, and firewalls.
• Participate in disaster recovery and business continuity activities.

Leadership & Mentoring

• Serve as an escalation resource for Help Desk Technicians.
• Train and mentor junior support staff.
• Assist in developing support procedures and best practices.
• Participate in IT projects and technology rollouts.

Who we're looking for:

• Bachelor's degree in information technology, Computer Science, or related field (or equivalent experience).
• 5+ years of Help Desk or Desktop Support experience.
• Strong knowledge of:
• Windows 10/11
• Microsoft 365
• Active Directory
• Azure AD / Entra ID
• AWS
• TCP/IP Networking
• VPN Technologies
• Endpoint Management Tools
• Experience with ticketing systems such as:
• ServiceNow
• Zendesk
• Wrike
• Fresh service

Preferred Qualifications-

• Experience supporting cloud environments.
• Experience with:
• Microsoft Intune
• Azure
• AWS
• VMware
• SharePoint
• PowerShell scripting
• Knowledge of cybersecurity best practices.
• Experience in Healthcare environment.

Certifications Preferred-

• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• Microsoft Certified: Modern Desktop Administrator Associate
• ITIL Foundation

Key Competencies-

• Excellent customer service and communication skills
• Problem-solving and analytical thinking
• Time management and prioritization
• Technical troubleshooting expertise
• Leadership and mentoring abilities
• Documentation and process improvement