Support Desk Technician - Level 1

Avenues Recovery•Toms River, NJ

2d•Onsite

About The Position

Avenues Recovery Center is seeking to hire a Help Desk Technician - Level 1 to join our growing IT Department in our NJ corporate office. Avenues is a nationwide network of drug and alcohol rehabilitation centers with eighteen locations across eight states. We deliver highly individualized treatment in clean, modern, comfortable facilities across every level of care-detox, residential, PHP, IOP, and outpatient services. Our people are our greatest asset. Coupled with exceptional clinical programming, this approach has enabled us to transform thousands of lives. If you're passionate about helping others and want to make a meaningful impact, we warmly invite you to join our team. As a Help Desk Technician - Level 1 , you will provide Tier 1 support across all platforms and environments within the organization. You will address common technology issues such as password resets, device provisioning, fax and printer problems, software troubleshooting, and telephone system issues. This role is often the first point of contact for end users and requires strong communication, customer service, and organizational skills. You will receive, log, and track incoming user requests via phone, email, Teams, and the ticketing system. You will be responsible for gathering relevant details, resolving a target percentage of front-line issues, escalating when necessary, and ensuring users are kept informed of status updates. You will follow all IT procedures, maintain accurate documentation, and support the team's quality and productivity standards. You will also participate in projects and contribute to maintaining a secure and compliant IT environment.

Requirements

Ability to work independently, prioritize tasks, and make decisions in a fast-paced environment.
Working knowledge of Windows 10/11 and desktop/laptop troubleshooting.
Understanding of MFA/2FA and basic security fundamentals.
Experience installing, maintaining, and troubleshooting printers, multifunction devices, and fax/scanner systems (Oki, Ricoh, Savin, HP, Brother, etc.).
Familiarity with Microsoft 365 and Exchange Admin Center.
Excellent written and verbal communication skills.
Excellent customer service and user-interaction skills.
Strong organizational, analytical, and troubleshooting abilities.
Ability to take initiative, solve novel problems independently, and escalate when appropriate.
Ability to meet deadlines and manage multiple active issues simultaneously.
Ability to travel (driving or flying) as needed.
Proficiency using Windows 10/11 and Microsoft 365.
Customer Service Experience: 1-2 years (Required)
Microsoft 365 Experience: 1+ year (Required)
Printer Support Experience: 1+ year (Required)

Nice To Haves

CompTIA A+ or Microsoft Fundamentals certification (Recommended)
Technical Support Experience: 1-2 years (Recommended)
Experience with Apple Business Manager (Plus)
Experience with Windows Server 2008-2019 (Plus)
Experience with SharePoint (Major Plus)
Experience with Azure Active Directory / EntraID (Plus)
Experience with Microsoft Intune (Huge Plus)
Basic familiarity with virtual environments and ESXi
Basic familiarity with networking technologies (Cisco, Juniper, UniFi)
Familiarity with VoIP systems such as Vonage, RingCentral, Nextiva, 8x8
Familiarity with eFax systems like Faxage, Vonage, RightFax, etc.

Responsibilities

Rapidly and accurately respond to incoming service tickets, calls, and messages and document details in the ticket system.
Provision end-user equipment including desktops, laptops, phones, and mobile devices.
Troubleshoot remote and on-site technical issues involving hardware, software, network connectivity, and user accounts.
Perform routine system tasks such as inactive user audits, stale device reviews, patching, and antivirus updates.
Work with department heads and the Director of IT to gather details for reporting and record-keeping.
Create and maintain troubleshooting guides, how-to documentation, and self-service resources.
Coordinate onboarding and offboarding tasks in collaboration with HR and Location Managers.
Provide daily support for issues such as password resets, account setup, printer installations, workstation moves, and device management.
Assist with management of the organization's VoIP platform (Vonage).
Generate and analyze reports related to user management, security, and inventory.
Assist with company-wide technology rollouts and IT initiatives.