Tier 2 Help Desk Technician - Miller Electric Company

We design, install, and maintain advanced electrical systems. Our expertise spans traditional electrical contracting, security solutions, audio-visual integration, wireless networking, and building management systems.

Tier 2 Help Desk Technician

 

Are you looking for a rewarding career as a Tier 2 Help Desk Technician?
Do you thrive in a team-focused environment where serving others is at the heart of what you do? If so, you may have just found your ideal opportunity.

For nearly 90 years, Miller Electric Company has been a proud signatory contractor with the IBEW, employing the most experienced and highly trained workforce in the industry. Our success is rooted in our core values—trust, collaboration, safety, quality, community, and stewardship—and in how we bring these values to life every day.

 

The Tier 2 Help Desk Technician serves as the escalation point for advanced technical issues and operational IT processes. This role is responsible for resolving complex end-user issues, mentoring Tier 1 technicians, and owning key IT workflows such as account management, procurement, and asset tracking.

This position plays a critical role in maintaining service quality, improving support processes, and ensuring consistent documentation across the IT organization.

 

• Medical and Dental (100% of the premium covered by Miller Electric)
• 401k retirement with company matching
• Vision plans
• Disability Insurance
• Basic and Supplemental Life Insurance 
• Flexible Spending Accounts
• Travel Accident Insurance 
• Paid Vacation & Holidays
• Tuition Reimbursement Program
• College Coach Services

Onsite & Remote IT Support

• Respond to and resolve support tickets across Tier 1 and Tier 2 queues
• Provide in-person and remote support for end users, including hardware, software, and connectivity issues
• Troubleshoot Windows systems, Microsoft 365, mobile devices, and peripherals
• Ensure timely resolution of incidents while meeting service expectations

Regional Field Support & Travel

• Travel to job sites, branch offices, and project locations throughout the Miami region
• Serve as the primary IT presence for onsite users in remote or field environments
• Support new site setups, relocations, and deployments
• Coordinate with centralized IT teams (Help Desk, NetOps, SecOps) to resolve issues

Network Support & Site Assessments

• Perform network and cellular scans at job sites to assess connectivity and coverage
• Assist with network equipment deployments, including switches, access points, and firewalls
• Support basic network configuration tasks and coordinate with NetOps for advanced configurations
• Participate in site surveys, infrastructure planning, and troubleshooting connectivity issues 

Security Support & Remediation

• Assist in identifying and remediating security vulnerabilities and compliance gaps
• Support security initiatives such as endpoint compliance, MFA setup, and device validation
• Coordinate with Security Operations (SecOps) for incident response and remediation activities
• Follow proper procedures for network scanning and security approvals when conducting site assessments Follow proper procedures for network scanning and security approvals when conducting site assessments 

Device Deployment & Lifecycle Support

• Image, configure, deploy, and troubleshoot laptops and mobile devices
• Support onboarding and offboarding processes, including device setup and recovery
• Maintain local inventory awareness and coordinate with central asset management
• Ensure devices are compliant with company standards and policies

Support Across Tiers

• Assist Tier 1 with high-volume or complex tickets as needed
• Support Tier 2 responsibilities including advanced troubleshooting and onsite escalations
• Act as a bridge between field operations and centralized IT teams
• Provide feedback on recurring issues and process improvements

Documentation & Reporting

• Document all ticket activity, troubleshooting steps, and resolutions in the ticketing system
• Record site visits, network findings, and project updates
• Contribute to knowledge bases and documentation for field procedures
• Maintain accurate daily/weekly updates including tickets handled, site visits, and outcomes

 #miller JG-#LI

As a leading provider of mechanical and electrical construction, facilities services, and energy infrastructure, we offer employees a competitive salary and benefits package and we are always looking for individuals with the talent and skills required to contribute to our continued growth and success. Equal Opportunity Employer/Veterans/Disabled

Please review our Affirmative Action Policy.

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