Level 2 Support Desk Technician

Avenues Recovery-posted 9 days ago
Full-time • Mid Level
Onsite • Toms River, NJ
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Avenues Recovery Center is seeking to hire a Support Desk Technician - Level 2 to join our IT Department in our corporate NJ office. Avenues Recovery Center is a nationwide network of drug and alcohol rehab centers with seventeen locations across six states. We offer highly individualized treatment in clean, modern, comfortable settings, across every level of care-detox, residential, PHP, IOP, and outpatient services. Our secret to success is our people. Combined with a premier clinical program, this has allowed us to transform thousands of lives. If you're passionate about recovery and want to make a meaningful impact, we warmly invite you to join our growing family! As a Support Desk Technician - Level 2 , you will provide Tier 2 technical support across all platforms and environments. Technology responsibilities include network troubleshooting, hardware deployment, and VoIP support. Software and applications include both vendor products and internally developed solutions.

  • Manage escalated support issues, track progress, and maintain accurate records in the IT Problem Management database.
  • Communicate with users, staff, and managers about issue severity, impact, and status updates.
  • Analyze and report business impacts of technology/security issues to the supervisor.
  • Update documentation, procedures, and follow IT policies, including those for quality, productivity, and Information Security.
  • Participate in special projects as assigned.
  • Diagnose and resolve computer and network issues for the organization.
  • Support hosted services such as Exchange and SharePoint Online.
  • Coordinate hardware break-fix processes for warranty and out-of-warranty systems.
  • Maintain troubleshooting guides and a self-service portal.
  • Collaborate with support staff on escalations and projects, balancing support and project work.
  • Conduct on-site diagnostics, repairs, and installs for satellite offices.
  • Perform routine maintenance, including inactive user audits, anti-virus updates, and patching.
  • Assist in managing Endpoint Management (InTune) for Windows, Android, Apple, and Linux.
  • Support Low Voltage troubleshooting, rack installations, and hardware deployments.
  • BS/BA degree in Information Technology, Computer Science, or Management Information Systems (Required)
  • 3+ Years of Customer Service Experience (Required)
  • Microsoft 365 & Windows Experience: 3+ Years (Required)
  • Network Experience: 2+ Years (Required)
  • Support Experience: 3+ Years (Required)
  • Ability to work independently, prioritize, and make decisions in a fast-paced environment.
  • Physical ability to lift and move up to 50 lbs.
  • Willingness to travel interstate as needed.
  • Experience installing, maintaining, and troubleshooting printers and multifunction devices.
  • Excellent written and verbal communication, customer service, analytical, and troubleshooting skills.
  • Strong independent problem-solving skills with confidence to meet tight deadlines.
  • Proficiency in Windows 11/10, Microsoft 365, and Exchange Admin Center.
  • Experience with Windows Server (2016-2022) and Azure services.
  • Experience with EntraID (formerly AzureAD), SharePoint, and ESXi platforms.
  • Knowledge of Cisco or Unifi networking systems.
  • Comfortable with Command Line interfaces (BASH, CMD, PowerShell, Cisco iOS, Ubiquiti UniFi OS).
  • Familiarity with VoIP and eFax systems (e.g., Vonage, RightFax, etc.).
  • SharePoint Experience: 1+ Years (Preferred)
  • Microsoft Defender for Business: 1+ Years (Preferred)
  • Certifications: CompTIA A+, Net+, Security+; Microsoft Associate or higher (Preferred)
  • Familiarity with Linux OS environments (Major Plus).
  • Experience with scripting in PowerShell or BASH preferred.
  • Certifications (Any of the following preferred): CompTIA A+, Net+, Security+ Microsoft Associate Level certification or higher
  • 401K with employer match
  • Medical, Dental, and Vision Insurance
  • Life and AD&D Insurance
  • Voluntary Short- and Long-Term Disability
  • Flexible Spending Account (FSA) - Medical and Dependent Care
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