Helpdesk Tier 2

TGIPOWER LLC•Boca Raton, FL

6d•$65,000 - $75,000•Onsite

About The Position

iPower Technologies is seeking a Level 2 Helpdesk Support Professional to provide remote client support by phone in a fast-paced business IT support environment. The role supports users with timely issue resolution, including issues escalated from Tier 1, and requires strong customer service, follow-through, organization, prioritization, documentation, and time logging. Flexibility is required to accommodate project deadlines, urgent issues, and after-hours maintenance calls. The listed work location is in person in Boca Raton, Florida.

Requirements

2–3 years of IT experience.
Experience in a high-paced business IT support environment.
Knowledge of 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.
Knowledge of firewalls, routers, and managed switches.
Support for desktop operating systems including Windows 7, 8, and 10.
Familiarity with common desktop applications and devices, 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.
Excellent troubleshooting skills and ability to follow instructions.
Strong documentation skills, including creating standard operating procedures.
Professional demeanor.
Positive attitude, strong customer service orientation, reliable work ethic, punctuality, organization, and ability to prioritize tasks and work under pressure and tight deadlines.
Flexibility to accommodate project deadlines, urgent issues, and after-hours maintenance calls.

Nice To Haves

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

Responsibilities

Resolve issues escalated from Tier 1 support 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 needed to reduce user problems.
Escalate complex issues to senior-level technicians as appropriate.
Promote a one-team attitude internally and externally.
Provide service-oriented support and respond with appropriate urgency to multiple priorities and situations requiring quick responses.