Level 2 Helpdesk Technician

Location: St. Louis

RESPONSIBILITIES:
Kforce has a client in Saint Louis, MO that is seeking a Level 2 Helpdesk Technician.

Duties:

* Reimage machines, including data backup/restore and Bit Locker management

* Perform hardware repairs (e.g., memory, SSD, screen, battery replacements)

* Manage and maintain loaner device inventory, ensuring devices are updated and ready for use

* Coordinate warranty repairs with vendors (e.g., HP)

* Troubleshoot and resolve recurring issues; document findings to support root cause analysis

* Act as an escalation point for complex issues and provide guidance to Tier 1 technicians

* Partner with cross-functional IT teams to drive issues to resolution

* Lead small internal initiatives (e.g., testing new hardware models, validating knowledge base content)

* Develop and improve internal documentation, job aids, and technical guides

The Level 2 Helpdesk Technician will serve as a Tier 2 support resource while maintaining proficiency in all Tier 1 responsibilities, including:

* Password resets and account unlocks

* New PC setup and workstation deployment

* Data transfers and profile migrations

* Basic PC hardware and software troubleshooting

* Printer setup, driver installation, and basic hardware/firmware support

* Application support for standard tools (O365, Outlook, Mincron, Smart Distributor, Power Scope, Nitro, MFA, etc.)

* Accurate ticket documentation and clear work notes

* Professional end-user communication

* Adherence to standard operating procedures (SOPs), checklists, job aids, and FAQs

* Timely escalation of issues to Tier 2 or vendor support when appropriate

REQUIREMENTS:

* Proven experience in Tier 1/Tier 2 desktop/support environments

* Strong proficiency with Windows OS, desktop support, and hardware troubleshooting

* Hands-on experience with PC imaging, deployment, and lifecycle management (data migration, Bit Locker)

* Solid knowledge of Microsoft technologies (O365, Outlook, MFA)

* Ability to troubleshoot and resolve hardware, software, and peripheral issues (including printers)

* Experience documenting tickets clearly within a ticketing system

* Strong communication skills with the ability to support non-technical end users

* Ability to manage multiple tickets/priorities in a fast-paced environment

* Understanding of escalation processes and when to involve Tier 2/vendors

* Experience performing basic hardware repairs (e.g., SSD, RAM, batteries)

Preferred (Nice to Have):

* Experience supporting enterprise applications (e.g., Mincron, Smart Distributor, Power Scope, Nitro) or similar systems

* Experience with root cause analysis and identifying recurring issue trends

* Vendor management experience (e.g., coordinating warranty repairs with HP or other OEMs)

* Experience mentoring or supporting junior technicians

* Ability to lead small initiatives or internal projects (testing, documentation validation, etc.)

* Experience creating and maintaining SOPs, job aids, and knowledge base content

* Experience managing device inventories or loaner equipment programs

* Exposure to enterprise IT environments with cross-functional team collaboration

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note:

Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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