Level 2 IT Support Technician

Location

Hybrid in Deerfield Beach, FL

We are seeking an experienced and detail-oriented Level 2 IT Support Technician to provide advanced technical assistance to end users in a fast-paced business environment. The ideal candidate will demonstrate strong troubleshooting expertise, excellent communication skills, and the ability to handle escalated support requests effectively. This role involves providing user support, maintaining system stability, and supporting key healthcare and business applications.

• Act as the Tier 2 escalation point for the help desk team, managing complex incidents requiring advanced troubleshooting.
• Provide expert hands‑on support for Windows 11 PCs, Mac devices, laptops, desktops, printers, and peripherals.
• Troubleshoot and resolve software issues, including Microsoft 365, Outlook, Teams, SharePoint, and other core business tools.
• Administer Active Directory and Microsoft 365: create, modify, and manage user accounts, passwords, and permissions.
• Configure, deploy, and maintain new user devices in compliance with company standards and security requirements.
• Perform system patching, updates, and endpoint maintenance across devices.
• Assist with employee onboarding/offboarding processes including provisioning, access management, and equipment handling.
• Support and maintain workflows and user issues within Hyland OnBase Workflow and Work View, including troubleshooting end‑user access and process issues.
• Provide functional support for Revenue Manager and Cerner applications, coordinating with vendor support as needed to resolve incidents and maintain uptime.
• Document all incidents, resolutions, and procedures in the IT ticketing system and knowledge base.
• Collaborate with other IT staff to identify recurring technical problems and implement process improvements.
• Provide remote user support and coordinate resolutions for other office locations as required.

• Bachelor’s degree in Information Technology or related discipline or 3+ years of experience in a technical field.
• 4-6 years of hands‑on experience in desktop/user support within a corporate environment.
• Strong working knowledge of Windows 11, macOS, Microsoft 365, SharePoint, Intune, and endpoint management tools.
• Proven ability to support remote users and troubleshoot VPN or remote connectivity issues.
• Strong analytical, documentation, and problem‑solving skills.
• Ability to work independently while managing multiple concurrent support requests.
• Excellent communication skills and customer‑service abilities with a professional and patient demeanor.
• Lifting/Carrying at least 35 to 50 pounds; pulling, bending, stopping, crouching, and kneeling are required occasionally (under 1/3 of the workday).
• Certifications such as CompTIA A+, Network+, or Microsoft MD‑102/Microsoft 365 Certified:
  Modern Desktop Administrator preferred.
• Hands‑on experience with Active Directory, Intune, Exchange Online, and Service Desk tools (Manage Engine, Fresh service, etc.) preferred.
• Exposure to Hyland OnBase Workflow and Work View, Revenue Manager, and Cerner applications preferred.
• Previous experience in healthcare, financial, or regulated industries (HIPAA, SOC 2, etc.) preferred.

• Access to a 401(k) Retirement Savings Plan.
• Comprehensive Medical, Dental, and Vision Coverage.
• Paid Time Off.
• Paid Holidays.
• Additional benefits, including Pet Care Coverage, Employee Assistance Program (EAP), and discounted services.