Level 2 Help Desk Technician - Remote

Overview

The Level 2 Help Desk Technician will provide remote support and troubleshooting for various IT issues, ensuring excellent customer service and efficient ticket management.

In Short

• Remote troubleshooting for Windows OS and applications.
• Handle escalated Level 2 tickets from Tier 1 technicians.
• Manage user onboarding and offboarding processes.
• Provide support for Windows Server and networking issues.
• Assist with security monitoring and OS patching.
• Use tools like Autotask and NinjaOne for ticket management.
• Maintain detailed documentation and ticket notes.
• Collaborate with senior engineers on deployments.
• Communicate effectively with non-technical users.

Requirements

• 3+ years of experience as an IT Technician, preferably in an MSP environment.
• Experience with O365 administration.
• Familiarity with desktop and server operating systems (2016–2025).
• Knowledge of Active Directory and networking fundamentals.
• Experience with RMM/PSA platforms and ticketing tools.
• Ability to configure and troubleshoot firewalls.
• Experience with cloud services like Azure and Google Workspace.
• Excellent interpersonal and customer service skills.

Benefits

• Collaborative and supportive team environment.
• Opportunity for professional growth.
• Work with a community-centered organization.