IT Support Technician II

Farah & Farah P.A - Jacksonville, FL

Full-time - Mid Level

Jacksonville, FL

Professional, Scientific, and Technical Services

About the position

The IT Support Technician II at Farah & Farah is responsible for maintaining and monitoring end-user workstations and productivity on the local area network. This role involves performing maintenance, software installation, and providing end-user support to ensure optimal network performance and user satisfaction. The technician will also assist with inventory management and collaborate with the IT manager on various projects and procedures.

Responsibilities

• Maintain and monitor end-user workstations and productivity on the local area network.
• Perform maintenance, software installation, and end-user support tasks.
• Provide support to staff on all company-supported applications.
• Install, repair, configure, update, and/or re-image networked Windows PCs.
• Reset passwords for all support systems as needed.
• Setup new and/or closeout terminated accounts for all supported systems.
• Assist with maintaining inventory and stock room, including carrying up to 50 pounds.
• Gather required information and provide first level support for incidents and requests.
• Work closely with facility management and IT manager to implement projects and policies.
• Evaluate device connectivity, Internet, and MPLS circuits and traffic.
• Coordinate services, repairs, upgrades, or moves of data and voice circuits as needed.
• Provide direct end-user support and manage calls and trouble tickets in ticket-tracking software.
• Assist with monitoring network and server operations and resolving malware, spyware, and virus issues.
• Install, configure, and maintain Windows corporate devices and peripherals.
• Keep employees informed on request status and progress.
• Troubleshoot incidents related to desktop applications, network, and telecom.
• Identify recurring incidents and escalate as appropriate.
• Prepare for new releases/updates and rollouts.
• Research questions and issues of open incidents.
• Provide management information and recommendations for service improvements.
• Submit new solutions of resolved incidents to knowledge database.

Requirements

• At least 2+ years of experience in a direct customer-support role.
• At least 2+ years of experience working in the IT industry or Helpdesk Technician environment.
• Experience in LAN/WAN and VPN.
• Knowledge of PC, laptop hardware setup and maintenance, including installation and configuration of hard drives, NICs, printers, and other peripherals.
• Thorough knowledge of Microsoft Operating systems.
• Considerable knowledge of computer networking in an Active Directory environment.
• Strong analytical and problem-solving skills.
• Ability to communicate accurately both verbally and in writing.
• Ability to work on multiple tasks and meet deadlines.
• Experience with data systems in a multi-user environment.

Nice-to-haves

• A+ and/or Network+ certification preferred.
• Bachelor's degree in Information Systems or equivalent preferred.

Benefits

• Disability insurance
• Health insurance
• Dental insurance
• 401(k)
• Paid time off
• Vision insurance
• Life insurance