Level 2 IT Help Desk Technician - Remote

Overview

We are seeking a skilled and customer-focused Level 2 IT Help Desk Technician to join our growing IT support team. This individual will play a key role in resolving more complex technical issues escalated from Level 1 support, ensuring minimal downtime and optimal system performance for end users.

In Short

• Provide second-tier support for hardware, software, and network-related issues.
• Respond to tickets escalated from Level 1 Help Desk support and ensure timely resolution.
• Diagnose and resolve issues related to desktops, laptops, printers, mobile devices, operating systems, and business applications.
• Assist in the administration and maintenance of user accounts, permissions, and email systems.
• Support and troubleshoot network issues including VPN, DNS, DHCP, and Wi-Fi connectivity.
• Install, configure, and maintain software and hardware.
• Document issues, troubleshooting steps, and solutions in the ticketing system.
• Collaborate with other IT team members and departments to ensure efficient issue resolution.
• Provide guidance and mentoring to Level 1 support staff when needed.
• Participate in projects such as system upgrades, deployments, and migrations.

Requirements

• Associate or Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent work experience).
• 2+ years of experience in a help desk or technical support role.
• Strong knowledge of Windows OS, Mac OS, and common business applications.
• Experience with Active Directory, Office 365 administration, and remote desktop tools.
• Solid understanding of basic networking concepts.
• Excellent problem-solving and communication skills.
• Ability to work independently as well as part of a team.
• Relevant certifications are a plus.

Benefits

• Remote work flexibility.
• Opportunities for professional development.
• Dynamic work environment.
• Collaborative team culture.