Level II Service Desk Technician

Position Summary

The Level II Service Desk Technician is highly visible IT support role throughout Shore Medical Center, responsible for providing advanced technical support for end-user computing environments in a healthcare setting. This position requires strong technical troubleshooting skills, a customer-focused mindset, and the ability to work both independently and collaboratively as part of a team. The role works closely and regularly with Level 1 contracted IT support, engaging when incidents and problem tickets require escalation and assuming ownership through resolution, including effective communication and coordination with the appropriate teams.

• Install and configure and deploy hardware and software
• Repair and maintain IT equipment as needed
• Identify, research, and resolve technical issues in accordance with SLA guidelines
• Provide onsite and remote support to user requests via telephone, email, screen share
• Support phishing awareness campaigns, anti-virus and malware prevention initiatives
• Assist with Phishing Campaigns, Anti-virus and Malware awareness and prevention
• Document, track, and monitor problem tickets and service requests
• Assist with AV setups
• Assist with new hire training for IT team members
• Liaison with remote Service Desk Account Representatives
• Monitor network, servers, and applications, including antivirus software
• Develop and document issue resolutions for shared knowledge base articles
• Maintain a working knowledge of PC/Laptop/Chromebook/Mac Book/mobile devices, and related operating system(s) applications

• Associates Degree in Information Technology or related field
• Valid NJ Driver’s License
• Excellent troubleshooting, analytical, and problem‑solving skills are a must
• Two year minimum experience in technical support field:
  Strong knowledge of Windows, MacOS, Mobile devices, networking concepts (LAN/WAN), and computer peripherals
• Ability to work under supervision with a focus on customer service and support
• Ability to interact effectively and professionally with all levels of staff within the organization, physicians, and vendors
• Must be able to walk and stand for extended periods with the ability to lift, push and pull

• CompTIA A+ or equivalent certification
• Microsoft or related technical certifications

Salary Range - $23.16 - $31.20 hourly (Based on experience)

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required
• This job description should not be construed as an exhaustive statement of duties, responsibilities or requirements, but a general description of the job. Nothing contained herein restricts the company’s rights to assign or reassign duties and responsibilities to this job at any time
• Shore Medical Center is an Equal Opportunity Employer. All applicants will receive consideration for employment without regard to sex, affectional or sexual orientation, gender, gender identity, orientation or expression; marital status, domestic partnership status, civil union status, pregnancy, race, creed, ancestry, color, ethnicity, national origin, age, disability, religion, genetic information, or veteran status or any other basis prohibited by law