Helpdesk Technician II

Independent Living Systems • Miami, FL, US, FL

3h

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 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 works to resolve technical problems promptly and professionally. It also involves installing and configuring hardware and software, documenting support activity, escalating unresolved issues, and helping minimize downtime and maximize 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 by 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 support activities and resolutions accurately 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