Level 2 IT HelpDesk Technician

Our client is seeking a skilled Level 2 IT Helpdesk Technician to provide advanced technical support and troubleshooting for end-users across the organization. This role serves as an escalation point for Level 1 technicians and requires strong technical expertise, excellent problem-solving skills, and a commitment to delivering high-quality customer service. The ideal candidate will be comfortable working in a fast-paced environment while collaborating with cross-functional IT teams to resolve complex technical issues.

• Provide second-level technical support for hardware, software, and network-related issues.

• Troubleshoot and resolve escalated tickets from Level 1 support in a timely manner.

• Assist with the setup, configuration, maintenance, and troubleshooting of desktops, laptops, mobile devices, and peripheral equipment.

• Manage and support user accounts, permissions, and access within Active Directory, Microsoft 365, and other enterprise systems.

• Perform diagnostics and root cause analysis to identify and resolve recurring technical issues.

• Document solutions, procedures, and best practices, contributing to the IT knowledge base.

• Collaborate with other IT teams and vendors to ensure effective resolution of complex incidents.

• Ensure compliance with company IT policies, standards, and security procedures.

• Participate in IT projects, including system upgrades, rollouts, and technology deployments.

• Strong working knowledge of Windows operating systems, Microsoft 365, and common enterprise applications.

• Solid understanding of networking fundamentals, including TCP/IP, DNS, and DHCP.

• Hands-on experience with IT ticketing systems such as Service Now, Zendesk, or similar platforms.

• Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.

• Strong organizational and time-management skills, with the ability to prioritize multiple tasks effectively.

• Proven problem-solving skills and a customer-focused mindset.

• Relevant IT certifications such as CompTIA A+, Network+, or Microsoft Certified:
  Modern Desktop Administrator.

• Prior experience in a Level 2 support or similar technical support role.