Tier 2 Help Desk Technician - Miller Electric Company

Miller Electric Company•Jacksonville, FL

1d•Hybrid

About The Position

The Tier 2 Help Desk Technician serves as the escalation point for advanced technical issues and operational IT processes. This role is responsible for resolving complex end-user issues, mentoring Tier 1 technicians, and owning key IT workflows such as account management, procurement, and asset tracking. This position plays a critical role in maintaining service quality, improving support processes, and ensuring consistent documentation across the IT organization.

Requirements

Advanced technical issue resolution
Mentoring Tier 1 technicians
Owning key IT workflows (account management, procurement, asset tracking)
Maintaining service quality
Improving support processes
Ensuring consistent documentation
Troubleshooting Windows systems
Troubleshooting Microsoft 365
Troubleshooting mobile devices
Troubleshooting peripherals
Network and cellular scans
Network equipment deployments (switches, access points, firewalls)
Basic network configuration tasks
Site surveys
Infrastructure planning
Troubleshooting connectivity issues
Identifying and remediating security vulnerabilities and compliance gaps
Supporting security initiatives (endpoint compliance, MFA setup, device validation)
Coordinating with Security Operations (SecOps)
Following proper procedures for network scanning and security approvals
Imaging, configuring, deploying, and troubleshooting laptops and mobile devices
Supporting onboarding and offboarding processes
Maintaining local inventory awareness
Coordinating with central asset management
Ensuring devices are compliant with company standards and policies
Assisting Tier 1 with high-volume or complex tickets
Providing feedback on recurring issues and process improvements
Documenting ticket activity, troubleshooting steps, and resolutions
Recording site visits, network findings, and project updates
Contributing to knowledge bases and documentation

Nice To Haves

Experience as a signatory contractor with IBEW

Responsibilities

Respond to and resolve support tickets across Tier 1 and Tier 2 queues
Provide in-person and remote support for end users, including hardware, software, and connectivity issues
Troubleshoot Windows systems, Microsoft 365, mobile devices, and peripherals
Ensure timely resolution of incidents while meeting service expectations
Travel to job sites, branch offices, and project locations throughout the Miami region
Serve as the primary IT presence for onsite users in remote or field environments
Support new site setups, relocations, and deployments
Coordinate with centralized IT teams (Help Desk, NetOps, SecOps) to resolve issues
Perform network and cellular scans at job sites to assess connectivity and coverage
Assist with network equipment deployments, including switches, access points, and firewalls
Support basic network configuration tasks and coordinate with NetOps for advanced configurations
Participate in site surveys, infrastructure planning, and troubleshooting connectivity issues
Assist in identifying and remediating security vulnerabilities and compliance gaps
Support security initiatives such as endpoint compliance, MFA setup, and device validation
Coordinate with Security Operations (SecOps) for incident response and remediation activities
Follow proper procedures for network scanning and security approvals when conducting site assessments
Image, configure, deploy, and troubleshoot laptops and mobile devices
Support onboarding and offboarding processes, including device setup and recovery
Maintain local inventory awareness and coordinate with central asset management
Ensure devices are compliant with company standards and policies
Assist Tier 1 with high-volume or complex tickets as needed
Support Tier 2 responsibilities including advanced troubleshooting and onsite escalations
Act as a bridge between field operations and centralized IT teams
Provide feedback on recurring issues and process improvements
Document all ticket activity, troubleshooting steps, and resolutions in the ticketing system
Record site visits, network findings, and project updates
Contribute to knowledge bases and documentation for field procedures
Maintain accurate daily/weekly updates including tickets handled, site visits, and outcomes