Help Desk Technician (Level 2)
About the role
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 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.
Responsibilities
- Resolve complex tickets escalated by Level 1 technicians.
- Diagnose deep operating system, registry, and hardware failures.
- Troubleshoot local network connectivity, VPNs, and server access.
- Manage user permissions, groups, and policies in Active Directory.
- Configure, image, and deploy new employee workstations and hardware.
- Provide guidance and technical training to Level 1 support team members.
- Identify recurring technical trends to prevent systemic IT issues.
Requirements
- Associate or Bachelor's degree in IT, or equivalent professional experience.
- 2–5 years of dedicated IT help desk or desktop support experience.
- Advanced knowledge of Windows/macOS deployment and enterprise networking.
- Proficiency with Active Directory, Group Policy, and MDM solutions.
Skills
- CompTIA Network+, Security+, Microsoft Certified, or Cisco CCNA preferred.
- Strong analytical problem-solving, time management, and communication skills.