Level 2 Helpdesk Technician
Job in
Saint Louis, St. Louis city, Missouri, 63150, USA
Listed on 2026-06-25
Listing for:
Kforce
Full Time
position Listed on 2026-06-25
Job specializations:
-
IT/Tech
IT Support, HelpDesk/Support, Technical Support, Desktop Support
Job Description & How to Apply Below
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
* 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
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