Level 2 IT Help Desk Technician

Department
:
Information Technology
Reports To
: IT Manager
Work Setup
:
Hybrid (on-site & remote)
Employment Type
:
Full-Time

Are you a tech-savvy problem solver who loves tackling challenges that go beyond the basics? We’re looking for a Level 2 IT Help Desk Technician to join our team and serve as a key escalation resource for complex technical issues. You’ll work across a modern, cloud-forward environment — supporting everything from endpoint management to Google Workspace administration and cutting‑edge AI tools.

This role also carries a Help Desk Lead component — you’ll have the opportunity to take on day‑to‑day oversight of the help desk, helping the IT Manager stay focused on higher‑priority initiatives. It’s a great fit for someone who’s ready to step into a leadership capacity while staying hands‑on with the technical work they love.

If you’re someone who takes ownership of tough tickets, leads by example, communicates clearly with non‑technical users, and is always looking to level up your skills, we’d love to hear from you.

Help Desk Lead & Team Oversight

• Act as the day‑to‑day point of contact for the help desk team, helping prioritize the queue and ensuring tickets are routed and resolved efficiently
• Support and mentor Level 1 technicians, providing guidance on recurring issues, best practices, and professional development
• Serve as the first line of escalation and decision‑making when the IT Manager is focused on higher‑priority projects
• Assist with onboarding new help desk staff and contributing to training materials and SOPs
• Flag trends, recurring issues, and team capacity concerns to the IT Manager proactively

Advanced Troubleshooting & Escalation Support

• Take ownership of tickets escalated from Level 1, diagnosing and resolving complex hardware, software, and connectivity issues
• Document resolutions and contribute to a growing internal knowledge base
• Drive knowledge base improvements and ensure documentation stays current and useful

Endpoint & Device Management

• Manage and maintain mobile device management (MDM) platforms through Hexnode (JAMF or Kandji experience a plus)
• Administer Apple Business Manager for device enrollment, app distribution, and Apple
• Support deployment and lifecycle management of macOS, iOS, and Windows endpoints.

Cloud & Productivity Platforms

• Administer and support Google Workspace (Gmail, Drive, Meet, Admin Console, etc.)
• Manage user accounts, permissions, and organizational units within Google Workspace and directory services
• Support and troubleshoot  for internal teams, including workflow setup and user management

Monitoring & Workforce Analytics

• Utilize Insightful for endpoint monitoring, productivity insights, and reporting
• Assist in interpreting data to support IT and business decision‑making

AI Tools & Emerging Technology

• Support end‑user adoption and troubleshooting of AI productivity tools including Google Gemini and Claude AI
• Stay current on new AI integrations and help the team maximize their potential

Server, Network & Infrastructure

• Assist with patch management, system monitoring, and infrastructure projects alongside Level 3 / Systems teams

This is a hybrid role with a mix of on‑site and remote work.

Pay Range: $27.88–$29.81 hourly
FLSA Status: Non‑Exempt

Experience

• 2–4 years in an IT support role, with at least 1–2 years at Level 2 or equivalent
• Hands‑on experience with MDM platforms (Hexnode, JAMF, Kandji, or similar)
• Demonstrated proficiency with Google Workspace administration
• Familiarity with Apple Business Manager and Apple ecosystem management

Certifications (one or more preferred)

• Google Workspace Administrator Certification
• JAMF Certified Tech (or equivalent MDM certification)
• ITIL Foundation (a plus)

Technical Skills

• Experience with endpoint monitoring tools (Insightful or similar)
• Comfortable supporting AI productivity platforms (Gemini, Claude AI, etc.)
• Proficiency with ticketing systems (Service Now, Jira, Zendesk, or similar)

Soft Skills

• Clear, professional communicator — equally comfortable with executives, end users, and junior team members
• Natural leader who can keep the team organized and…