Helpdesk Tier 2

Job Title

Helpdesk Tier 2

iPower Technologies, a dynamic IT corporation offering comprehensive computer and network support, is currently expanding its team. We are actively seeking a Level 2 Helpdesk Support Professional for an immediate opening, focusing on delivering remote client support over the phone.

Boca Raton, FL 33487

$65,000 - $75,000 per year

Full-time

Dental insurance, Health insurance, Vision Insurance, Life Insurance, PTO, and 401(k)

Monday to Friday

In-Person: 6111 Broken Sound Pkwy NW Ste 170, Boca Raton, FL 33487

• Support resolution of issues escalated from Tier 1 support staff, working directly with users on timely resolution of issues.
• Support and document the initiation, execution, and closing activities for a program/project(s) and support activities.
• Ensure performance metrics are met or exceeded.
• Ensure constant and proactive communication with customers and team members to actively mitigate any issues or concerns.
• Simulate and recreate user issues to resolve operational difficulties.
• Recommend system modifications, if required, to reduce user problems.
• Escalate more complex issues, as appropriate, to senior level technicians.
• Promote and encourage a 'one team' attitude at all levels internally and externally.
• Extremely service oriented.
• Handle multiple priorities and react with appropriate urgency to situations and events that require quick responses.

• Windows 2008/2012/2016/2019 Server, Active Directory User Account Management, Basic Group ad Security Policy Management
• Exchange & Office 365 Account Administration
• Basic Network Troubleshooting, Troubleshooting of Internet Connectivity.
• Network Appliances:
  Firewalls, Routers, Managed Switches
• All Desktop Operating Systems: 7, 8, 10 Common Desktop Applications (e.g., MS Office, Adobe, Printers, Scanners etc.)
• LAN/WAN, DNS, DHCP, Group Policy, Domain Controllers, Wireless Network Configuration & Troubleshooting
• Virtualization with Microsoft Hyper-V and/or VMWare experience a plus
• Office 365 Administration
• MSP (Managed Service Provider) experience
• 2-3 years of IT experience

• Excellent written and verbal communications skills.
• Excellent troubleshooting skills, able to follow instructions.
• Strong documentation skills and creating standard operating procedures.
• Professional demeanor.

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.