Helpdesk Technician II

Independent Living Systems; Miami (FL); On-site; USD 42,000 - 64,000; Full time

Job summary

Independent Living Systems is seeking a Helpdesk Technician II to support its IT operations in Miami, FL. The role involves providing advanced technical support for hardware, software, and network issues, acting as a bridge between end-users and IT, and ensuring timely problem resolution to minimize downtime.

The candidate will troubleshoot complex problems, assist with end-user devices, and participate in ongoing training to stay current with healthcare IT systems and best practices, while

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.

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 setting up operating systems, drivers, and applications.
• Document all support activities and resolutions in the helpdesk system to maintain clear communication.

Skills

Windows troubleshooting

Customer service

Communication skills

Team collaboration

Education

Bachelor’s degree in Computer Science or related field

Tools

Active Directory

Remote desktop tools

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 elevate 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.