Tier 2 Help Desk Support Technician

Job not on LinkedIn

🔥 12 hours ago

🐊 Florida – Remote

🐊 Florida – Remote

💵 $62k - $75k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Axiom

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2002

💼 Consulting

🎖️ Defense

📦 Logistics

Consulting • Defense • Logistics

Axiom is a trusted IT partner with over 22 years of experience, specializing in IT projects, help desk services, and managed services, particularly focused on supporting businesses in their journey to CMMC compliance. As one of the first Managed Service Providers in the United States to achieve CMMC Level 2 Certification, Axiom prides itself on not only solving IT problems but also preventing them through education and adherence to best practices for its clients, many of whom are government contractors.

📋 Description

• Provide advanced technical support for end users, workstations, applications, systems, networks, and IT infrastructure • Diagnose and resolve issues beyond the scope of Level 1 support • Manage incidents in accordance with established SLAs • Assist with IT projects and deployments • Provide technical guidance to junior support personnel • Serve as an escalation point for complex technical issues • Independently troubleshoot problems, identify root causes, implement effective solutions, and prevent recurring incidents

🎯 Requirements

• Diagnose and resolve advanced hardware, software, application, and compatibility issues • Apply structured troubleshooting techniques, including the Laws of Halves • Manage multiple incidents and requests while meeting SLAs and user expectations • Escalate and communicate high-priority incidents appropriately • Perform complex workstation swaps and migrations, including CAD, QuickBooks, and other specialized applications • Support Microsoft 365, including SharePoint, OneDrive, and Teams • Understand file structures, permissions, shared resources, calendars, and collaboration tools • Administer Windows operating systems, user accounts, permissions, policies, and updates • Manage accounts across local systems, Active Directory, and Azure AD/Microsoft Entra ID • Manage Active Directory users, groups, OUs, and GPOs • Support patch management using tools such as Ninja • Support VMware and Microsoft Hyper-V environments • Create, configure, and troubleshoot virtual machines and virtual servers • Troubleshoot TCP/IP, DHCP, DNS, VLAN, routing, and switching issues • Use tools such as ping, traceroute, and Wireshark to diagnose connectivity problems • Troubleshoot RDP, VPN, and other remote-access technologies • Support endpoint security solutions, including antivirus, firewalls, encryption, and IDS/IPS • Follow cybersecurity policies and assist with security incident response • Understand backup, recovery, and disaster recovery processes • Manage and prioritize incidents and service requests within the ticketing system • Follow established SLAs, escalation procedures, and change-management processes • Support software deployments, system upgrades, patches, migrations, and configuration changes • Create and maintain technical documentation, SOPs, and knowledge base articles • Participate in IT projects, deployments, migrations, and system upgrades • Document solutions and contribute to improved support processes • Provide advanced support and technical guidance to Level 1 technicians • Mentor junior staff and serve as a technical Subject Matter Expert when needed • Communicate effectively with users of varying technical abilities • Demonstrate strong customer service, patience, professionalism, and active listening • Strong analytical and problem-solving abilities • Ability to work independently and collaboratively • Adaptability to changing priorities and technologies • Commitment to continuous technical learning and professional development • Ability to identify recurring issues and implement preventative solutions

🏖️ Benefits

• Health Care Plans (Medical, Dental & Vision) • Retirement Plan and Matching (Simple IRA) • Paid Time Off (Vacation, Sick, and Public Holidays) • Full-Remote Work from Home