Help Desk Level 2 Job Urbana Illinois USA,IT/Tech

Description
*** At this time, we are unable to consider candidates requiring visa sponsorship or third-party recruitment agencies for this role. We encourage all applicants to apply directly, and we thank you for your understanding.**
* Overview:
We are seeking a highly skilled and motivated Help Desk Level 2 Support Specialist to join our IT team. This individual will work closely with IT teams and managers to ensure the smooth operation of various applications and tools, providing efficient support to internal stakeholders. The ideal candidate will have strong experience with Atlassian products (particularly Jira Service Management), SharePoint administration, and exceptional communication skills to effectively collaborate with managers and team members.

While experience with APIs is a "nice-to-have," familiarity with basic integration and API-related tasks will be beneficial.

Responsibilities:

Provide Level 2 support for a wide variety of IT-related requests and issues, including processing Jira Service Management (JSM) requests and troubleshooting incidents.

Collaborate with IT teams to address technical challenges and assist in managing software and system tools.

Work closely with managers to discuss and facilitate vendor onboarding processes and requirements.

Perform SharePoint administration tasks, including content management, permissions, and user access configuration.

Communicate with both technical and non-technical stakeholders, ensuring clear and concise updates on issues, progress, and resolutions.

Assist in the creation of internal documentation and knowledge articles to improve service delivery and user experience.

Work with APIs as needed, supporting software and tool integrations, and collaborating with other departments for complex API-related tasks.

Act as a point of escalation for the help desk team, resolving advanced technical issues and providing expert guidance.

Maintain a high level of customer service and professionalism while supporting users via Slack, Teams, and email.

Required Qualifications:

4-year degree in an IT-related field or 4 years of direct experience in IT support.

Experience using and supporting Atlassian products (Jira Service Management, Confluence, etc.).

Solid SharePoint administration experience, including permissions, site management, and content management.

Strong communication skills, with experience working closely with managers and technical teams.

Experience in writing tools for or using APIs in an IT context is a plus (while not mandatory, familiarity with API-based work is highly desired).

Previous experience in an IT support/help desk role, handling a wide range of technical issues and requests.

Preferred Qualifications:

API

Experience:

Familiarity with API integrations and data exchange between systems.

Strong problem-solving and troubleshooting skills.

Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.

Knowledge of ITIL or other service management frameworks is a plus.

Benefits:
York Solutions Offers a generous benefits package for eligible full-time employees:

BCBS Medical with 3 Plans to choose from (PPO and High deductible PPO plans with Health Savings Program)
Delta Dental plan with 2 free cleanings and insurance discounts
Eye Med Vision with annual check-ups and discounts on lens
Life and Accidental Death Insurance paid by company
John Hancock 401(k) Retirement Plan with discretionary company match up to 5%
Voluntary Insurance programs such as:
Hospital Indemnity, Identity Protection, Legal Insurance, Long Term Care, and Pet Insurance.
Flexible work environment with some remote working opportunities
Strong fun and teamwork environment
Learning, development, and career growth

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