Helpdesk Technician II

Independent Living Systems, llc; Miami (FL); On-site; USD 52,000 - 66,000; Full time

Job summary

Independent Living Systems (ILS) in Miami, FL is seeking a Helpdesk Technician II to support end-users and maintain IT operations. You will diagnose and resolve hardware, software, and network issues while delivering excellent customer service.

The role requires 3+ years of helpdesk experience, strong Windows skills, and the ability to work independently or in a team. Remote desktop tools, Active Directory, and ITIL or CompTIA A+ are preferred.

Qualifications

• 3 years of experience in a helpdesk or technical support role.
• Strong knowledge of Microsoft Windows, imaging and hardware troubleshooting.
• Excellent problem-solving and communication skills.
• Ability to work independently and in a team environment.
• Relevant experience may substitute for the educational requirement on a year-for-year basis.

Responsibilities

• Respond to and resolve incoming helpdesk requests via phone, email, or ticketing system in a timely and professional manner.
• Diagnose, troubleshoot and resolve hardware, software, and network connectivity issues for end-users.
• Install and configure software and hardware including OS, drivers, and applications.
• Document all support activities and resolutions clearly in the ticketing system.
• Collaborate with senior IT staff to escalate unresolved issues.
• Participate in ongoing training to stay current with healthcare IT systems and best practices.
• Participate in on-call rotations and respond promptly to critical incidents.

Skills

Helpdesk experience

Windows troubleshooting

Problem-solving

Communication

Teamwork

Education

Bachelor’s degree in Computer Science or related field

Tools

Active Directory

MFA

Remote Desktop Tools

ITIL Certification

CompTIA A+

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Helpdesk Technician II

Information Technology Full Time Technical Miami, FL, US

We are seeking a Helpdesk Technician II to join our team at Independent Living Systems (ILS). ILS, along with its affiliated health plans known as Florida Community Care and Florida Complete Care, is committed to promoting a higher quality of life and maximizing independence for all vulnerable populations.

About the Role:

The Helpdesk Technician II plays an essential role in ensuring the smooth operation of an organization's IT infrastructure by providing advanced technical support and troubleshooting assistance to end-users. This position involves diagnosing and resolving complex hardware, software, and network issues, often requiring a deeper understanding of IT systems than entry-level roles. The Helpdesk Technician II will act as a key liaison between users and IT departments, facilitating communication and ensuring timely resolution of technical problems. Additionally, the role expected to troubleshoot and resolve hardware and software issues, as well as provide excellent customer service. Ultimately, the Helpdesk Technician II’s main goal will be to ensure that all technical issues are resolved in a timely and efficient manner, minimizing downtime and maximizing productivity.

Minimum Qualifications:

• 3 years of experience in a helpdesk or technical support role
• Strong knowledge of Microsoft Windows, imaging and hardware troubleshooting
• Excellent problem-solving and communication skills
• Ability to work independently and in a team environment
• Relevant experience may substitute for the educational requirement on a year-for-year basis

Preferred Qualifications:

• Bachelor’s degree in Computer Science or related field
• Experience with Active Directory, Multifactor Authentication, and other related technologies
• Experience with remote desktop support tools
• ITIL certification, Comp TIA A+ or equivalent
• Experience in the Health Care Services industry

Responsibilities:

• Demonstrate commitment to Our Mission and models ILS Experience Standards of Excellence.
• Respond to and resolve incoming helpdesk requests via phone, email, or ticketing system in a timely and professional manner.
• Diagnose, troubleshoot and resolve hardware, software, and network connectivity issues for end-users, including desktops, laptops, printers, and mobile devices.
• Install and configure software and hardware including setting up physical components (and installing operating systems, drivers, and applications.
• Document all support activities and resolutions accurately in the helpdesk ticketing system to maintain clear communication and tracking.
• Collaborate with senior IT staff to **escalate** unresolved issues.
• Participate in ongoing training to stay current with healthcare IT systems and best practices.
• Participate in on-call rotations and respond promptly to critical incidents to minimize business disruption.