IT Service Desk II - (Maitland, Fl)

AssistRx•Maitland, FL

About The Position

AssistRx is a healthcare technology company that helps patients access life-saving specialty therapies faster and more efficiently. Our SaaS platform connects pharmaceutical manufacturers, providers, payers, and patients—removing friction from the therapy initiation process through secure, scalable technology. Behind every great platform is a responsive, reliable IT organization. Our IT Service Desk plays a critical role in keeping our teams productive, secure, and supported in a fast-paced, always-on environment. Position Summary We are seeking an IT Service Desk Technician II who thrives in a high-volume, call-center style IT support environment and takes pride in resolving issues quickly, accurately, and with a strong customer-first mindset. This is a Tier 2 role designed for an experienced service desk professional who is comfortable managing a steady stream of tickets, calls, and escalations, while also serving as a technical resource for junior technicians. You’ll support a wide range of technologies and work closely with IT peers to ensure issues are resolved within SLA and users have a consistently excellent support experience. If you’ve supported hundreds of users, worked in a ticket queue all day, and know how to balance speed, quality, and communication—this role is for you.

Requirements

3–6 years of experience in IT Service Desk / Help Desk / Technical Support
Direct experience in a call-center or high-volume ticket environment strongly preferred
Strong troubleshooting skills across Windows and macOS environments
Hands-on experience with: Active Directory Microsoft 365 (including Admin Portal) Desktop imaging and workstation configuration Hardware troubleshooting and deployment
Experience working from a ticket queue and managing competing priorities
Excellent customer service and communication skills
Ability to document technical issues, solutions, and processes clearly
Willingness to participate in an on-call rotation
Bachelor’s degree or equivalent experience
Relevant certifications such as: CompTIA A+, Network+, Security+ Microsoft certifications (MSP or equivalent)

Nice To Haves

Experience supporting a SaaS or 24x7x365 environment
Exposure to IT Asset Management practices
Familiarity with tools such as JIRA, SharePoint, Salesforce
Experience with automated desktop imaging tools
Prior experience mentoring or supporting junior technicians
Healthcare, life sciences, or regulated industry experience (a plus, not required)

Responsibilities

Handle a high volume of incoming IT support requests via ticketing system, phone, and chat in a structured, queue-based environment
Provide Tier 2 support for desktop, laptop, application, network, and hardware issues
Act as an escalation point for Tier 1 technicians, assisting with complex troubleshooting and resolution
Perform root cause analysis and drive issues through to resolution—not just quick fixes
Image, deploy, track, and support equipment through its full lifecycle (onboarding → refresh → offboarding)
Maintain clear, thorough documentation in the ticketing system to support knowledge sharing and audit readiness
Assist in training and mentoring junior service desk team members
Contribute to improving support processes, workflows, and knowledge articles
Support IT initiatives such as hardware refreshes, software rollouts, and internal technology projects
Participate in on-call rotations as part of a collaborative support team