We are seeking an IT Support Technician - Level 2 to join our team at Achieve Behavioral Health. This is an internal facing role reporting to the IT Department committed to supporting the Information Technology needs of our staff. This individual will be responsible to resolve internal Technical Issues/Service Tickets at our Rockland County locations using remote tools as well as providing onsite support. This role requires a greater depth of troubleshooting expertise in order to resolve complex IT issues escalated from the Level 1 team. This individual should be self-motivated and have strong communication skills as well as a strong technical background.

Responsibilities

· Issue Resolution: Investigate, troubleshoot, and resolve technical issues escalated from Level 1 support, including:

• Desktop and laptop hardware and software problems
• Network connectivity issues (wireless and wired)
• Printer malfunctions
• Application errors and configuration problems

· System Maintenance:

• Perform regular updates on operating systems and applications.
• Assist in implementing security patches and vulnerability remediation.
• Maintain hardware inventory and track assets.

· On-Call Availability: Participate in an on-call rotation for after-hours or emergency support, as needed.

Qualifications

· Education:

• Degree or advanced certification in Information Technology or a related field, or equivalent experience.

· Experience

• Minimum of 2-3 years of experience in an IT or similar support-facing role.

· Technical Skills

• Background in technology and comfort with learning new technological systems.
• In-depth knowledge of Windows OS.
• Experience troubleshooting hardware issues across desktops, laptops, and peripherals.
• Networking fundamentals (TCP/IP, DNS, DHCP).
• Knowledge of Active Directory and user account management.
• Experience with ticketing systems and IT service management tools.
• Knowledge of PC hardware
• Experience with Microsoft 365 and GSuite.
• Server management, RD servers, AD, Azure, and GPO experience.

· Additional Requirements

• Valid driver's license and regular access to a vehicle.