Helpdesk Technician II

Independent Living Systems • Tallahassee, FL

5d

About The Position

Independent Living Systems (ILS), along with its affiliated health plans Florida Community Care and Florida Complete Care, is committed to promoting a higher quality of life and maximizing independence for vulnerable populations. The Helpdesk Technician II provides advanced technical support and troubleshooting to end-users to help ensure the smooth operation of the organization’s IT infrastructure. The role diagnoses and resolves hardware, software, and network issues, serves as a liaison between users and IT departments, and aims to resolve technical problems promptly and efficiently to minimize downtime and support productivity.

Requirements

• Associate degree; relevant experience may substitute for the educational requirement on a year-for-year basis.
• Three years of experience in a helpdesk or technical support role.
• Strong knowledge of Microsoft Windows, imaging, and hardware troubleshooting.
• Excellent problem-solving and communication skills.
• Ability to work independently and in a team environment.

Nice To Haves

• Bachelor’s degree in Computer Science or a related field.
• Experience with Active Directory, Multifactor Authentication, and related technologies.
• Experience with remote desktop support tools.
• ITIL certification, CompTIA A+, or equivalent.
• Experience in the Health Care Services industry.

Responsibilities

• Demonstrate commitment to the organization’s mission and model 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 physical components, operating systems, drivers, and applications.
• Accurately document support activities and resolutions in the helpdesk ticketing system.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree