Level 2 Help Desk Technician

Description

We are seeking a Level 2 Help Desk Technician to serve as the escalation point for a busy end user support environment. This role handles the tickets that Level 1 cannot resolve, owns them through resolution, and helps keep the wider team running smoothly.

Responsibilities

+ Resolve escalated hardware, software, and network incidents across Windows 10 and Windows 11 environments

+ Support Microsoft 365, Active Directory, and Entra  and access issues

+ Image, configure, and deploy desktops, laptops, and mobile devices

+ Troubleshoot VPN, printing, and basic network connectivity problems

+ Document resolutions and update knowledge base articles for the Level 1 team

+ Manage tickets in the ITSM platform against defined SLAs

+ Provide occasional deskside and remote support to end users across multiple sites

Requirements

Required Qualifications

+ 3 or more years in a help desk or desktop support role

+ Strong troubleshooting skills across Windows OS, Microsoft 365, and common business applications

+ Working knowledge of Active Directory and Entra

+

Experience with an ITSM ticketing platform such as Service Now, Jira, or Fresh service

+ Excellent communication and customer service skills

Preferred Qualifications

+ CompTIA A+, Network+, or Microsoft certifications

+

Experience with Intune or SCCM for endpoint management

+ Familiarity with ITIL practices

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