Tier 2 Help Desk Technician - Miller Electric Company

Miller Electric Company • Jacksonville, FL

4d • 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 issues and operational IT processes
• Resolving complex end-user issues
• Mentoring Tier 1 technicians
• Owning key IT workflows such as account management, procurement, and asset tracking
• Maintaining service quality
• Improving support processes
• Ensuring consistent documentation across the IT organization
• Troubleshoot Windows systems, Microsoft 365, mobile devices, and peripherals
• Travel to job sites, branch offices, and project locations throughout the Miami region
• 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
• 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

Nice To Haves

• Serving others is at the heart of what you do

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

Benefits

• competitive salary and benefits package

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed