Position Overview:

The IT Service Desk II Technician is integral to the IT Support Team at AssistRx, responsible for providing advanced technical support and customer service to our staff and team members. This role will handle higher complexity IT issues and serve as a resource for junior technicians. The IT Service Desk II Technician will work with a variety of technologies, including desktop systems, applications, network issues, and hardware problems. The aim is to ensure a seamless IT experience for all users.

Responsibilities:

Respond to and manage incoming support requests, ensuring timely resolution of issues. Provide Tier 2 technical support for hardware, software, and network issues. Serve as an escalation point for Tier 1 technicians and assist in training and mentoring. PC Imaging, inventory, and lifecycle support for equipment Perform troubleshooting and root cause analysis of complex technical issues. Document and maintain records of support issues, resolutions, and processes in the ticketing system. Assist in the development and implementation of support processes, policies, and best practices. Assist with IT projects and deployments as needed, including hardware and software rollouts.