Help Desk Technician (Level 2)

Description

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 devoted to providing all members of our community with premier-quality health care in a compassionate and inviting environment.

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. The ideal candidate will demonstrate strong technical expertise, critical-thinking and problem-solving skills, and a commitment to delivering efficient, high-quality technical support.

Essential Duties & Responsibilities

• Escalation Support: Resolve complex tickets escalated by Level 1 technicians.
• Advanced Troubleshooting: Diagnose deep operating system, registry, and hardware failures.
• Network & Infrastructure: Troubleshoot local network connectivity, VPNs, and server access.
• System Administration: Manage user permissions, groups, and policies in Active Directory.
• Deployment: Configure, image, and deploy new employee workstations and hardware.
• Mentorship: Provide guidance and technical training to Level 1 support team members.
• Root Cause Analysis: Identify recurring technical trends to prevent systemic IT issues. [

Qualifications & Skills

• Education: Associate or Bachelor's degree in IT, or equivalent professional experience.
• Certifications: CompTIA Network+, Security+, Microsoft Certified, or Cisco CCNA preferred.
• Experience: 2–5 years of dedicated IT help desk or desktop support experience.
• Technical Depth: Advanced knowledge of Windows/macOS deployment and enterprise networking.
• Admin Tools: Proficiency with Active Directory, Group Policy, and MDM solutions.
• Soft Skills: Strong analytical problem-solving, time management, and communication skills.