IT Helpdesk Service Technician II

Summary

Join the Internal Systems IT Support Team at ARx as a Service Desk Support Tech, providing in-person and remote IT support to staff in our Orlando offices. You will serve as an escalation point for other support team members, offering Tier 1 & Tier 2 support for workstations, laptops, and troubleshooting. Responsibilities include PC imaging, inventory management, printer installation, and user instruction. You will also contribute to new technology evaluations and implement system enhancements. This role requires strong customer service skills and experience with Windows and Macintosh operating systems. The ideal candidate will possess additional skills in IT asset management and experience with specific tools like JIRA, SharePoint, and Salesforce.

Requirements

• Outstanding customer service skills and commitment to end user experience
• Desktop support experience with the Windows Operating Systems (Windows 10) and Macintosh
• Experience in investigating and troubleshooting hardware and software problems
• Demonstrated knowledge with Microsoft Office 365
• Demonstrated experience with workstation configuration
• Demonstrated ability to document configurations, processes, and policies
• Ability to participate on on-call rotation
• Mindfulness of security disciplines and best practice

Responsibilities

• Provide TIER 1 & TIER 2 quality support on workstations and laptops, and troubleshooting
• PC Imaging, inventory, and lifecycle support for equipment
• Serves as an escalation path for local IT Support Technicians
• Installation and troubleshooting of printers and other peripherals as required
• Provide instruction to our user community on computer use and productivity applications
• Proposes and implements system enhancements that will improve reliability and PC performance
• Other electronic devices as required
• Audio/visual systems, such as projectors and teleconferencing equipment

Preferred Qualifications

• Exposure to IT Asset Management controls
• Ability to work with difference personality types. A positive and can do attitude will be critical
• Experience with JIRA, SharePoint, and Salesforce is a large plus
• Demonstrated written and verbal communication skills
• Demonstrated effective teaming skills; aptitude for learning new technologies
• Experience with automated Desktop Imaging tools required. We currently use MDT
• Experience in a fast paced 24x7x365 SAAS environment is desirable

Benefits

• Competitive pay structure
• Matching 401(k) with immediate vesting
• Medical, dental, vision, life, & short-term disability insurance