TeamLogic IT · 1 hour ago
Help Desk Level II Technician
Fort Myers, FL
Full-time
Hybrid
Entry, Mid Level
2+ years expTeamLogic IT is a company that values overcoming challenges in the fast-paced world of technology. They are seeking a Help Desk Level II Technician to support Tier 1 and Tier 2 service requests, troubleshoot technical issues, and maintain customer satisfaction while managing ticket queues and schedules.
Information ServicesInformation Technology
Responsibilities
Identify, troubleshoot, and document user issues to resolution, while maintaining superior customer satisfaction
Work with end users to resolve reactive support requests. These issues will be related to Windows servers and desktops, Microsoft cloud services including Microsoft 365 and Azure, firewalls, managed switches, and LAN/WAN connectivity issues
Work to resolve proactive alerts and monitors generated by the NOC. These issues will be related to backups, viruses, impending hardware failures, licensing issues and more
Manage your daily ticket queues and schedule to ensure all assigned tickets are resolved and responded to within preapproved targets
Communicate with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
Improve customer service, perception, and satisfaction
Effectively communicate the scope of work for all hourly clients
Work in a team and communicate effectively
Escalate service or project issues that cannot be completed within agreed service levels
Develop in-depth knowledge of the service catalog and how it relates to customer’s needs
Document internal processes and procedures related to duties and responsibilities
Responsible for entering time and expenses in AutoTask as it occurs
Adheres to TeamLogic IT's HIPAA and information security policies
All other duties as assigned
Qualification
Required
Skilled/Experienced proficiency in and ability to troubleshoot: Windows 10 and 11 Operating Systems
Skilled/Experienced proficiency in and ability to troubleshoot: Workstation and Server Hardware
Skilled/Experienced proficiency in and ability to troubleshoot: Printer and Multi-function devices and technologies
Skilled/Experienced proficiency in and ability to troubleshoot: Standard Windows Applications
Skilled/Experienced proficiency in and ability to troubleshoot: Microsoft Office Suite
Skilled/Experienced proficiency in and ability to troubleshoot: Email and Mobile Device connectivity
Basic proficiency in and the ability to troubleshoot: Mac OS troubleshooting
Basic proficiency in and the ability to troubleshoot: IPv4 and IPv6 technologies
Basic proficiency in and the ability to troubleshoot: LAN/WAN connectivity issues
Basic proficiency in and the ability to troubleshoot: Hyper-V, vSphere, Citrix, SQL, and Terminal Services
Basic proficiency in and the ability to troubleshoot: Active Directory
Basic proficiency in and the ability to troubleshoot: Windows Server2008– 2022
Basic proficiency in and the ability to troubleshoot: VPN connectivity troubleshooting and configuration (Cisco, SonicWall, OpenVPN, IPSec)
Basic proficiency in and the ability to troubleshoot: Microsoft 365 and Microsoft Azure
High School Diploma or GED
CompTIA A+ or Equivalent required
Preferred
Two years college or equivalent work experience preferred
Two years working in a Technical Support/Service Desk environment preferred
CompTIA Network+ or Equivalent preferred
Benefits
Health insurance
Opportunity for advancement
Paid time off
401(k)
Training & development
Company
TeamLogic IT
TeamLogic IT provides IT service, support, project consultation and account management for businesses.
1001-5000 employees
H1B Sponsorship
TeamLogic IT has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (1)
Funding
Current Stage
Late StageLeadership Team
Charu Mungale
CEO
David Hardy
Chief Executive Officer
Recent News
Company data provided by crunchbase