Level 2 Help Desk Engineer

Base Pay Range

US $60,000.00 per year – $75,000.00 per year

it Synergy is the market leader in providing technology consulting services to small and medium businesses. It was named a finalist for the annual Best Places to Work Contest. Above all, we’re looking for a culture fit: honest, no‑ego, fun, collaborative, results‑oriented, and skilled in what we do.

You’re the go‑to person for solving complex technical problems, thrive on variety and growth, and mentor others. You follow documented processes, communicate clearly, and deliver consistent positive outcomes for users and teammates. If you’re ready to tackle advanced challenges and help elevate our team, this is the role for you.

As an L2 Helpdesk Engineer, you are the escalation point for advanced technical issues and support requests. You’ll resolve complex endpoint, server, and network problems, perform in‑depth diagnostics, resolve security alerts, and implement solutions requiring deeper technical expertise. You’ll assist with onboarding/off‑boarding tasks, mentor L1 engineers, and collaborate with L3 engineers on critical incidents.

• Depending on your location, this can be a fully remote job.
• Occasional work outside of standard hours may be required.
• Participation in a rotating on‑call schedule.

• Escalated Support:
  Handle advanced troubleshooting for endpoint, server, and network issues escalated from L1 engineers.
• Documentation:
  Create and update documentation within it Synergy standards; maintain detailed records in ITGlue.
• Remote Support:
  Provide remote hardware/software troubleshooting for servers, desktops, virtual devices, and network devices.
• Patch & Security:
  Perform server and workstation patch remediation; virus/malware cleanup; basic security incident response.
• Network & Virtualization:
  Install, support, and troubleshoot switches, wireless access points, routers, firewalls, and basic virtualization platforms (Hyper‑V, VMWare).
• User Administration:
  Advanced account and access administration (Active Directory, Microsoft 365, MFA, permissions).
• Backup & Recovery:
  Implement, manage, and troubleshoot backups.
• Application Support:
  Support industry‑specific and common business applications (e.g., Quick Books, Sage 50).
• Mentorship:
  Provide advice, training, and guidance to L1 engineers and end users.
• Vendor Coordination:
  Work with third‑party technology vendors on behalf of it Synergy’s clients.

• High School Diploma (or equivalent).
• IT coursework/certifications a plus (CompTIA A+, Network+, Microsoft MD‑102, AZ‑900 encouraged – company‑funded upon completion).

• Three or more years of related experience, ideally with a Managed Service Provider.
• Valid driver’s license and reliable transportation (for identity verification and equipment shipping, if needed).
• Able to lift up to 50 lbs.

• Advanced troubleshooting and critical thinking skills.
• Familiarity with VDI such as AWS (a huge plus).
• Process‑driven; strong attention to detail; documents everything.
• Team‑oriented; comfortable independently executing complex tasks.
• Ability to research and appropriately escalates.

Full‑time

• Health Insurance – employer pays 80%.
• Short‑term & long‑term Disability – employer pays 100%.
• $50,000 Life Insurance – Employer pays 100%.
• 401(k) – employer matches up to 5%.
• 2 weeks vacation (additional week every 5 years).
• Paid sick days, paid personal days.
• Continuing Education – Employer pays 100% of approved certifications.

We invest in your professional development; approved certifications are fully covered and recognized with compensation increases.