Helpdesk Tier 2

TGI MAIN COMPANY•Boca Raton, FL

22h•$65,000 - $75,000•Onsite

About The Position

iPower Technologies is seeking a Level 2 Helpdesk Support Professional to provide remote client support over the phone in a fast-paced business IT support environment. The role supports users with escalated technical issues and requires a positive, service-oriented approach, strong follow-through, reliability, punctuality, organization, and the ability to prioritize tasks and work under pressure and tight deadlines. Scheduling flexibility is required to accommodate project deadlines, urgent issues, and after-hours maintenance calls. Careful documentation and time logging are important in this professional services environment. The position is full-time, Monday through Friday, and based in person in Boca Raton, Florida. The listed salary range is $65,000 to $75,000 per year. Benefits include dental, health, vision, and life insurance, PTO, and a 401(k).

Requirements

Two to three years of IT experience.
Experience with Windows Server 2008, 2012, 2016, and 2019.
Active Directory user account management.
Basic Group Policy and security policy management.
Exchange and Office 365 account administration.
Basic network troubleshooting, including internet connectivity troubleshooting.
Familiarity with firewalls, routers, and managed switches.
Knowledge of desktop operating systems, including Windows 7, 8, and 10.
Familiarity with common desktop applications and equipment, such as MS Office, Adobe, printers, and scanners.
Knowledge of LAN/WAN, DNS, DHCP, Group Policy, domain controllers, and wireless network configuration and troubleshooting.
Excellent written and verbal communication skills.
Strong troubleshooting skills and ability to follow instructions.
Strong documentation skills, including creating standard operating procedures.
Professional demeanor.
Service orientation, organizational skills, ability to prioritize multiple tasks, reliability, punctuality, and follow-through.
Flexibility to accommodate project deadlines, urgent issues, and after-hours maintenance calls.

Nice To Haves

Experience with virtualization using Microsoft Hyper-V and/or VMware.
Managed Service Provider (MSP) experience.

Responsibilities

Support resolution of issues escalated from Tier 1 staff by working directly with users toward timely resolution.
Support and document the initiation, execution, and closing activities for programs, projects, and support activities.
Meet or exceed performance metrics.
Communicate proactively with customers and team members to mitigate issues and concerns.
Recreate user issues to resolve operational difficulties.
Recommend system modifications, when required, to reduce user problems.
Escalate complex issues to senior-level technicians as appropriate.
Promote a one-team attitude internally and externally, with a strong focus on service.
Manage multiple priorities and respond appropriately and urgently to situations requiring quick responses.