Service Desk Technician II

LEK Technology Consultants, Inc. delivers responsive, enterprise-level managed IT and cybersecurity services that help growing businesses stay secure, productive, and moving forward.

For more than 30 years, LEK has helped organizations manage and modernize their technology environments through managed IT services, cybersecurity, cloud solutions, Microsoft 365, infrastructure management, and strategic technology guidance.

We believe great IT support is more than fixing problems. It means understanding the customer, taking ownership, communicating clearly, protecting the environment, and finding solutions that prevent issues from happening again.

LEK offers a collaborative, customer focused environment for technical professionals who enjoy solving problems, continuing to develop their skills, and being part of a team committed to delivering exceptional service.

LEK Technology Consultants is seeking an experienced Service Desk Technician II to join our Orlando-based technical team.

This is a hands-on, customer-facing role for a technician who can independently troubleshoot and resolve a broad range of Level I and Level II technical issues while recognizing when an issue requires escalation.

The Service Desk Technician II is responsible for owning assigned tickets from initial response through resolution or appropriate escalation. This includes troubleshooting workstations, Microsoft 365, applications, user accounts, network connectivity, printers and peripherals, endpoint security, and other technologies within our customers' environments.

Because LEK operates as a Managed Services Provider (MSP), you will support multiple customer environments and must be comfortable shifting priorities, documenting your work thoroughly, and communicating professionally with both technical and nontechnical users.

• Provide Level I and Level II remote and on-site technical support to LEK customers.
• Troubleshoot and resolve Windows workstation, hardware, software, peripheral, printer, and connectivity issues.
• Support Microsoft 365 environments, including Outlook, Exchange Online, Teams, One Drive, SharePoint, user accounts, licensing, and MFA.
• Troubleshoot basic network issues involving TCP/IP, DNS, DHCP, Wi-Fi, VPNs, switches, firewalls, and internet connectivity.
• Install, configure, deploy, repair, and replace desktops, laptops, workstations, and peripherals.
• Support endpoint security tools and follow established cybersecurity policies and procedures.
• Manage assigned service tickets throughout the workday, including prioritization, customer communication, troubleshooting, resolution, and escalation.
• Maintain timely and accurate ticket notes, time entries, documentation, and status updates so customers and other team members have clear visibility into work performed.
• Identify recurring technical problems and escalates trends or systemic issues when appropriate.
• Follow established service desk procedures, security standards, documentation requirements, and escalation paths.
• Work collaboratively with senior engineers and other technical team members when issues require higher-level expertise.
• Contribute to improving internal documentation, knowledge-base articles, technical standards, and service desk processes.
• Communicate professionally and patiently with customers while translating technical information into clear, understandable language.
• Participate in customer projects, workstation deployments, migrations, upgrades, and other technical initiatives as assigned.

• 3+ years of hands-on IT support, help desk, service desk, desktop support, or similar technical experience.
• Strong troubleshooting skills across hardware, software, operating systems, applications, and network connectivity.
• Experience supporting Windows desktop environments and common business applications.
• Working knowledge of Microsoft 365 administration and troubleshooting.
• Understanding of basic networking concepts, including TCP/IP, DNS, DHCP, Wi-Fi, VPNs, and network troubleshooting.
• Experience installing, configuring, maintaining, and troubleshooting computers and peripherals.
• Familiarity with MFA, endpoint security, antivirus/EDR, patching, and general cybersecurity best practices.
• Experience working within a ticketing or professional services management system.
• Strong written documentation skills and the discipline to maintain accurate ticket notes and time entries.
• Strong customer service and interpersonal communication…