Level 2 Support Desk Technician - Avenues Recovery

Avenues Recovery Center is seeking to hire a Support Desk Technician - Level 2 to join our IT Department in our corporate NJ office.

Avenues Recovery Center is a nationwide network of drug and alcohol rehab centers with sixteen locations across five states. We offer highly individualized treatment in clean, modern, comfortable settings, across every level of care-detox, residential, PHP, IOP, and outpatient services. Our secret to success is our people. Combined with a premier clinical program, this has allowed us to transform thousands of lives. If you're passionate about recovery and want to make a meaningful impact, we warmly invite you to join our growing family!

Expected Work Hours

• Monday through Friday, 9:00 a.m. - 5:00 p.m., in-office
• Rotating on-call schedule for after-hours support, including nights and weekends as needed

Qualifications

• BS/BA degree in Information Technology, Computer Science, or Management Information Systems (Required)
• 3+ Years of Customer Service Experience (Required)
• Microsoft 365 & Windows Experience: 3+ Years (Required)
• Network Experience: 2+ Years (Required)
• Support Experience: 3+ Years (Required)
• SharePoint Experience: 1+ Years (Preferred)
• Microsoft Defender for Business: 1+ Years (Preferred)
• Certifications: CompTIA A+, Net+, Security+; Microsoft Associate or higher (Preferred)

Full Job Description

As a Support Desk Technician - Level 2, you will provide Tier 2 technical support across all platforms and environments. Technology responsibilities include network troubleshooting, hardware deployment, and VoIP support. Software and applications include both vendor products and internally developed solutions.

Responsibilities:

• Manage escalated support issues, track progress, and maintain accurate records in the IT Problem Management database.
• Communicate with users, staff, and managers about issue severity, impact, and status updates.
• Analyze and report business impacts of technology/security issues to the supervisor.
• Update documentation, procedures, and follow IT policies, including those for quality, productivity, and Information Security.
• Participate in special projects as assigned.

Key Duties

• Diagnose and resolve computer and network issues for the organization.
• Support hosted services such as Exchange and SharePoint Online.
• Coordinate hardware break-fix processes for warranty and out-of-warranty systems.
• Maintain troubleshooting guides and a self-service portal.
• Collaborate with support staff on escalations and projects, balancing support and project work.
• Conduct on-site diagnostics, repairs, and installs for satellite offices.
• Perform routine maintenance, including inactive user audits, anti-virus updates, and patching.
• Assist in managing Endpoint Management (InTune) for Windows, Android, Apple, and Linux.
• Support Low Voltage troubleshooting, rack installations, and hardware deployments.

Requirements

• Ability to work independently, prioritize, and make decisions in a fast-paced environment.
• Physical ability to lift and move up to 50 lbs.
• Willingness to travel interstate as needed.
• Experience installing, maintaining, and troubleshooting printers and multifunction devices.
• Excellent written and verbal communication, customer service, analytical, and troubleshooting skills.
• Strong independent problem-solving skills with confidence to meet tight deadlines.

Technical Skills

• Proficiency in Windows 11/10, Microsoft 365, and Exchange Admin Center.
• Experience with Windows Server (2016-2022) and Azure services.
• Experience with EntraID (formerly AzureAD), SharePoint, and ESXi platforms.
• Knowledge of Cisco or Unifi networking systems.
• Familiarity with Linux OS environments (Major Plus).
• Comfortable with Command Line interfaces (BASH, CMD, PowerShell, Cisco iOS, Ubiquiti UniFi OS).
• Experience with scripting in PowerShell or BASH preferred.
• Familiarity with VoIP and eFax systems (e.g., Vonage, RightFax, etc.).

Certifications (Any of the following preferred):

• CompTIA A+, Net+, Security+
• Microsoft Associate Level certification or higher

Why Join Us?

Avenues Recovery Center offers a rich, enjoyable workplace culture where each employee is valued and excellence is constantly pursued. We provide unconditional support and resources to help our team succeed. When you join Avenues, you'll enjoy generous PTO and a comprehensive benefits package, including:

• 401K with 100% employer match
• Medical, Dental, and Vision Insurance
• Life and AD&D Insurance
• Voluntary Short- and Long-Term Disability
• Flexible Spending Account (FSA) - Medical and Dependent Care
• And much more!

Take the next step in your career with Avenues-apply today!