Level 2 Support Desk Technician

Avenues Recovery - Lakewood Township, NJ

Full-time - Entry Level

Lakewood Township, NJ

About the position

Avenues Recovery Center is seeking a Level 2 Support Desk Technician to provide Tier 2 technical support across various platforms and environments. This role involves managing escalated support issues, diagnosing and resolving computer and network issues, and collaborating with support staff on escalations and projects. The technician will also participate in special projects and maintain documentation and procedures in line with IT policies.

Responsibilities

• 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.

Requirements

• 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)

Nice-to-haves

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

Benefits

• 401(k) matching
• AD&D insurance
• Dental insurance
• Disability insurance
• Flexible spending account
• Health insurance
• Paid time off