Level 2 Desk Technician

Level 2 Support Desk Technician at Avenues Recovery Center

Avenues Recovery Center is a nationwide network of drug and alcohol rehab centers with seventeen locations across six states. We offer highly individualized treatment in clean, modern, comfortable settings across every level of care—detox, residential, PHP, IOP, and outpatient services. Our success is powered by dedicated people and a premier clinical program.

• Monday through Friday, 9:00 a.m. – 5:00 p.m., in‑office
• Rotating on‑call schedule for after‑hours support, including nights and weekends as needed

• BS/BA in Information Technology, Computer Science, or Management Information Systems (Required)
• 3+ years of customer service experience (Required)
• Microsoft 365 & Windows experience: 3+ years (Required)
• Network experience: 2+ years (Required)
• Support experience: 3+ years (Required)
• SharePoint experience: 1+ year (Preferred)
• Microsoft Defender for Business: 1+ year (Preferred)
• Certifications:
  
  CompTIA A+, Net+, Security+, Microsoft Associate or higher (Preferred)

As a Support Desk Technician – Level 2, you will deliver Tier 2 technical support across all platforms and environments, including network troubleshooting, hardware deployment, and VoIP support.

• Manage escalated support issues, track progress, and maintain accurate records in the IT Problem Management database.
• Communicate with users, staff, and managers about issue severity, impact, and status updates.
• Analyze and report business impacts of technology/security issues to the supervisor.
• Update documentation, procedures, and follow IT policies.
• Participate in special projects as assigned.

• Diagnose and resolve computer and network issues.
• Support hosted services such as Exchange and SharePoint Online.
• Coordinate hardware break‑fix processes.
• Maintain troubleshooting guides and a self‑service portal.
• Collaborate with support staff on escalations and projects.
• Conduct on‑site diagnostics, repairs, and installs for satellite offices.
• Perform routine maintenance, including inactive user audits and patching.
• Assist in managing Endpoint Management (Intune) for multiple platforms.
• Support low‑voltage troubleshooting, rack installations, and hardware deployments.

• Ability to work independently, prioritize, and make decisions in a fast‑paced environment.
• Physical ability to lift and move up to 50 lbs.
• Willingness to travel interstate as needed.
• Experience installing, maintaining, and troubleshooting printers and multifunction devices.
• Excellent written and verbal communication, customer service, analytical, and troubleshooting skills.
• Strong independent problem‑solving skills with confidence to meet tight deadlines.

• Proficiency in Windows 11/10, Microsoft 365, and Exchange Admin Center.
• Experience with Windows Server (2016‑2022) and Azure services.
• Experience with Entra
  
  ID, SharePoint, and ESXi platforms.
• Knowledge of Cisco or Unifi networking systems.
• Familiarity with Linux OS environments.
• Comfortable with command line interfaces (BASH, CMD, Power Shell, Cisco iOS, Ubiquiti Uni Fi OS).
• Experience with scripting in Power Shell or BASH preferred.
• Familiarity with VoIP and eFax systems.

• CompTIA A+, Net+, Security+
• Microsoft Associate Level certification or higher

• 401K with employer match
• Medical, Dental, and Vision Insurance
• Life and AD&D Insurance
• Voluntary Short‑ and Long‑Term Disability
• Flexible Spending Account (FSA) – Medical and Dependent Care
• And much more!

Take the next step in your career with Avenues – apply today!