IT Service Desk II - (Maitland, Fl)

About AssistRx

AssistRx is a healthcare technology company that helps patients access life-saving specialty therapies faster and more efficiently. Our SaaS platform connects pharmaceutical manufacturers, providers, payers, and patients—removing friction from the therapy initiation process through secure, scalable technology.

Behind every great platform is a responsive, reliable IT organization. Our IT Service Desk plays a critical role in keeping our teams productive, secure, and supported in a fast-paced, always-on environment.

Position Summary

We are seeking an IT Service Desk Technician II who thrives in a high-volume, call-center style IT support environment and takes pride in resolving issues quickly, accurately, and with a strong customer-first mindset.

This is a Tier 2 role designed for an experienced service desk professional who is comfortable managing a steady stream of tickets, calls, and escalations, while also serving as a technical resource for junior technicians. You’ll support a wide range of technologies and work closely with IT peers to ensure issues are resolved within SLA and users have a consistently excellent support experience.

If you’ve supported hundreds of users, worked in a ticket queue all day, and know how to balance speed, quality, and communication—this role is for you.

What You’ll Do

• Handle a high volume of incoming IT support requests via ticketing system, phone, and chat in a structured, queue-based environment
• Provide Tier 2 support for desktop, laptop, application, network, and hardware issues
• Act as an escalation point for Tier 1 technicians, assisting with complex troubleshooting and resolution
• Perform root cause analysis and drive issues through to resolution—not just quick fixes
• Image, deploy, track, and support equipment through its full lifecycle (onboarding → refresh → offboarding)
• Maintain clear, thorough documentation in the ticketing system to support knowledge sharing and audit readiness
• Assist in training and mentoring junior service desk team members
• Contribute to improving support processes, workflows, and knowledge articles
• Support IT initiatives such as hardware refreshes, software rollouts, and internal technology projects
• Participate in on-call rotations as part of a collaborative support team

What Success Looks Like in This Role

• Tickets are resolved efficiently and within SLA—even during peak volume
• End users feel heard, supported, and confident in IT
• Escalations are handled calmly, clearly, and with ownership
• Documentation is clean, consistent, and useful
• Tier 1 technicians grow stronger because of your support
• The service desk runs smoothly—even on busy days

Requirements:
Required Qualifications

• 3–6 years of experience in IT Service Desk / Help Desk / Technical Support
• Direct experience in a call-center or high-volume ticket environment strongly preferred
• Strong troubleshooting skills across Windows and macOS environments
• Hands-on experience with:
• Active Directory
• Microsoft 365 (including Admin Portal)
• Desktop imaging and workstation configuration
• Hardware troubleshooting and deployment

• Experience working from a ticket queue and managing competing priorities
• Excellent customer service and communication skills
• Ability to document technical issues, solutions, and processes clearly
• Willingness to participate in an on-call rotation

Education / Certifications (one or more acceptable):

• Bachelor’s degree or equivalent experience
• Relevant certifications such as:
• CompTIA A+, Network+, Security+
• Microsoft certifications (MSP or equivalent)

Preferred / Nice-to-Have Experience

• Experience supporting a SaaS or 24x7x365 environment
• Exposure to IT Asset Management practices
• Familiarity with tools such as JIRA, SharePoint, Salesforce
• Experience with automated desktop imaging tools
• Prior experience mentoring or supporting junior technicians
• Healthcare, life sciences, or regulated industry experience (a plus, not required)

What We’re Really Looking For

• Someone who is comfortable in the queue and doesn’t panic when tickets stack up
• A calm, solutions-oriented professional who communicates clearly—even under pressure
• A team player who enjoys helping others succeed
• A reliable, accountable technician who takes ownership of issues from start to finish
• A positive, can-do attitude paired with strong technical fundamentals

Benefits:
• Supportive, progressive, fast-paced environment
• Competitive pay structure
• Matching 401(k) with immediate vesting
• Medical, dental, vision, life, & short-term disability insurance

AssistRx, Inc. is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, religion, color, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, family medical history or genetic information, political affiliation, military service, or other non-merit based factors, or any other protected categories protected by federal, state, or local laws.

All offers of employment with AssistRx are conditional based on the successful completion of a pre-employment background check.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. Sponsorship and/or work authorization is not available for this position.

AssistRx does not accept unsolicited resumes from search firms or any other vendor services. Any unsolicited resumes will be considered property of AssistRx and no fee will be paid in the event of a hire