Help Desk Technician (Level 2)

Socket.dev; Doctor Phillips (FL); On-site; USD 52,000 - 70,000; Full time

Job summary

Lake Butler Hospital is seeking an experienced Help Desk Support Technician (Level 2) to provide advanced technical support for internal users. The role involves diagnosing complex hardware, software, and network issues, mentoring Level 1 staff, and collaborating with IT to maintain infrastructure.

The candidate should have 2–5 years of help desk experience, and strong Windows/macOS deployment and networking skills, with certifications preferred.

Qualifications

• Education or equivalent experience required.
• 2–5 years of IT help desk or desktop support experience.
• Strong knowledge of Windows/macOS deployment and enterprise networking.
• Proficiency with Active Directory, Group Policy, and MDM solutions.

Responsibilities

• Escalation Support: Resolve complex tickets escalated by Level 1 technicians.
• Advanced Troubleshooting: Diagnose deep OS, registry, and hardware failures.
• Network & Infrastructure: Troubleshoot local network connectivity, VPNs, and server access.
• System Administration: Manage user permissions, groups, and policies in Active Directory.
• Deployment: Configure, image, and deploy new employee workstations and hardware.
• Mentorship: Provide guidance and technical training to Level 1 support staff.
• Root Cause Analysis: Identify recurring technical trends to prevent systemic IT issues.

Skills

Problem solving

Time management

Communication

OS Deployment

Enterprise networking

Education

Associate or Bachelor's degree in IT

Certifications: Network+/Security+/MS Cert/Cisco CCNA

Tools

Active Directory

Group Policy

MDM solutions

Job description

Description

Description

Lake Butler Hospital is a critical access hospital providing 24-hour emergency services, inpatient hospitalization, inpatient short-term rehab, outpatient rehabilitation services, laboratory, and radiology services to Union County and the surrounding counties. We are devoted to providing all members of our community with premier-quality health care in a compassionate and inviting environment.

We are seeking an experienced Help Desk Support Technician (Level 2) to provide advanced technical support and resolve escalated issues for internal users. This position is responsible for diagnosing and resolving complex hardware, software, and network-related problems that require advanced technical knowledge and troubleshooting skills. The role will also collaborate with network administrators and other IT professionals to support and maintain IT infrastructure, while providing guidance and mentorship to Level 1 support staff. The ideal candidate will demonstrate strong technical expertise, critical-thinking and problem-solving skills, and a commitment to delivering efficient, high-quality technical support.

Essential Duties & Responsibilities

• Escalation Support: Resolve complex tickets escalated by Level 1 technicians.
• Advanced Troubleshooting: Diagnose deep operating system, registry, and hardware failures.
• Network & Infrastructure: Troubleshoot local network connectivity, VPNs, and server access.
• System Administration: Manage user permissions, groups, and policies in Active Directory.
• Deployment: Configure, image, and deploy new employee workstations and hardware.
• Mentorship: Provide guidance and technical training to Level 1 support team members.
• Root Cause Analysis: Identify recurring technical trends to prevent systemic IT issues. [

Requirements

Qualifications & Skills

• Education: Associate or Bachelor's degree in IT, or equivalent professional experience.
• Certifications: CompTIA Network+, Security+, Microsoft Certified, or Cisco CCNA preferred.
• Experience: 2–5 years of dedicated IT help desk or desktop support experience.
• Technical Depth: Advanced knowledge of Windows/macOS deployment and enterprise networking.
• Admin Tools: Proficiency with Active Directory, Group Policy, and MDM solutions.
• Soft Skills: Strong analytical problem-solving, time management, and communication skills.