Level 2 Support Desk Specialist

7 days ago

Toms River, United States Avenues Recovery Full time

**Avenues Recovery Center** is seeking to hire a **Level 2 Support Desk Specialist** to join our IT Department in our corporate NJ office.

Avenues Recovery Center is a nationwide network of drug and alcohol rehab centers with fourteen locations across five states. We offer highly individualized treatment in a clean, modern, comfortable setting, spanning every level of care, including detox, residential, PHP, IOP, and outpatient services. The secret to our success is our people - merged with a premier clinical program, it's allowed us to transform the lives of thousands of people to date. If you're passionate about recovery and want to impact others in a meaningful way - we warmly invite you to join our growing family

**Qualifications**
- BS/BA degree in Information Technology, Computer Science and/or Management Information Systems (required)
- Customer Service: 3+ Years (required)- Proven Microsoft 365 & Windows Experience: 3+ Years (required)
- Network Experience: 2+ Years (required)
- Support Experience: 3+ Years (required)
- SharePoint Experience: 1+ Years (Recommended)
- Microsoft Defender for Business: 1+ Years (Recommended)
- CompTIA A+, Net+, Security+; Any Azure, Microsoft Associate or higher (Recommended)

**Full Job Description**

**Help Desk - Level 2 Support Specialist**

Receives escalated support issues. Reports and tracks user and infrastructure problems, inquiries, and related requests. Responds accurately and promptly to users and stakeholders, collects required data and logs progress in the IT Problem Management database record.

Determines severity of unresolved issues and escalates issues accordingly. Updates records to reflect status changes.

Communicates with users, Technical Services staff, and managers about the urgency of issues, impact of any interruption of IT services, and changes in the issues' status. Communicates technical issues at an appropriate level for the audience.

Demonstrates tact in sensitive situations with users.

Analyzes business impact of potentially serious technology/security problems that may have a negative impact on business operations and provides detailed information to supervisor.

Updates documentation, including procedures.

Learns and complies with IT policies and procedures, especially those for quality and productivity standards that enable the team to meet established client service levels. Learns and complies with Information Security procedures. Ensures deliverables meet Information Security requirements.

Participates in special projects and performs other duties as assigned.

Key Duties
- Diagnose and resolve computer and network related issues for the organization
- Support hosted services such as Exchange and SharePoint Online
- Coordinate hardware break-fix process for warranty and out-of-warranty systems
- Maintain troubleshooting and support documentation, how-to guides, and self-service portal
- Coordinate with other support staff with any support escalations and projects
- Balances responsibilities between support and assigned project work within set deadlines
- Satisfies the end users as well as identifying any trends, to prevent future occurrences and prioritizing user requests
- Travel to any satellite offices to perform on-site diagnostics, repairs, installs and support
- Perform regular maintenance tasks such as inactive user audits, stale inventory reviews, anti-virus updates, patching, etc.
- Assist with management of Endpoint Management (InTune) for Windows, Android, Apple and Linux systems
- Assist with Low Voltage troubleshooting, rack installations, and basic hardware deployments

**Requirements**:

- Ability to work, prioritize and make decisions independently in a fast-paced production environment.
- Can work a rotating on-call schedule for scheduled afterhours support on nights and weekends
- Ability to lift and move up to 50lbs
- Must be able to travel inter-state as needed
- Experience with installing, maintaining, and troubleshooting Printers, BizHubs, Faxes and Scanners (Zebra, Oki, RICOH, Savin, HP, Brother)
- Excellent written and verbal communication skills
- Excellent customer service skills
- Excellent analytical, organizational, and troubleshooting/problem-solving skills
- Independent thinking and ability to resolve novel issues on your own
- Ability to confidently and competently complete tasks with tight deadlines

Technical Skills
- Highly skilled with using Windows 11/10, Microsoft 365, and Exchange Admin Center
- Highly skilled with using Windows Server 2016-2022
- Experience with Azure Storage, VMs
- Experience with EntraID (Formally AzureAD)
- Experience with SharePoint
- Experience with virtualized servers and working knowledge of ESXi platforms
- Experience with tracing, toning, and terminating CAT5/6 cables, ports, and patch panels
- Familiar with networking systems from Cisco or Unifi
- Working knowledge of Linux OS environments, a Major Plus
- Comfortable using Command Line interfaces such as BASH,

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