Level 2 Desk Technician

Avenues Recovery Center

Avenues Recovery Center is seeking to hire a Support Desk Technician - Level 2 to join our IT Department in our corporate NJ office. 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 secret to success is our people. Combined with a premier clinical program, this has allowed us to transform thousands of lives. If you're passionate about recovery and want to make a meaningful impact, we warmly invite you to join our growing family!

• 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 degree 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+ Years (Preferred)
• Microsoft Defender for Business: 1+ Years (Preferred)
• Certifications:
  
  CompTIA A+, Net+, Security+;
  Microsoft Associate or higher (Preferred)

As a Support Desk Technician - Level 2, you will provide Tier 2 technical support across all platforms and environments. Technology responsibilities include network troubleshooting, hardware deployment, and VoIP support. Software and applications include both vendor products and internally developed solutions.

• 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, including those for quality, productivity, and Information Security.
• Participate in special projects as assigned.

• Diagnose and resolve computer and network issues for the organization.
• Support hosted services such as Exchange and SharePoint Online.
• Coordinate hardware break‑fix processes for warranty and out‑of‑warranty systems.
• Maintain troubleshooting guides and a self‑service portal.
• Collaborate with support staff on escalations and projects, balancing support and project work.
• Conduct on‑site diagnostics, repairs, and installs for satellite offices.
• Perform routine maintenance, including inactive user audits, anti‑virus updates, and patching.
• Assist in managing Endpoint Management (Intune) for Windows, Android, Apple, and Linux.
• 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 (formerly Azure
  
  AD), SharePoint, and ESXi platforms.
• Knowledge of Cisco or Unifi networking systems.
• Familiarity with Linux OS environments (Major Plus).
• 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 (e.g., Vonage, Right Fax, etc.).

• 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!