Service Desk Technician L2

Job Responsibilities

• Apply critical thinking to complex user requests and provide as much context and information as possible to deliver the best solutions as quickly as possible.
• Troubleshoot client‑side network connectivity issues, including digital authentication, remote access, secure Wi‑Fi and wired connectivity to the internal network.
• Support user requests and perform remote installations as needed.
• Assist remote users with access problems ranging from password resets to network access failures.
• Support messaging & calendaring services and content collaboration.
• Support issues with mobile devices.
• Lead ticket processes and provide coaching for other technicians when workflow deficiencies are identified. Have a deep understanding of defined team metrics, such as backlog, aging, and effectiveness; this technician then takes actions based on current trends in service.
• Attend and participate in weekly team syncs by driving actionable discussions.
• Display learning agility by actively seeking answers when technically challenged.
• Seek feedback from other Help Desk Technicians to optimize and improve support, while maintaining a solid understanding of general user support needs and requirements.

• HS Diploma or GED.
• 3+ years of experience in a Help Desk role with walk‑up service required, VIP support preferred – 80% MacOS support, 20% Windows.
• Strong interpersonal communication skills with a high degree of empathy.
• Demonstrable understanding of Mac OS from command line troubleshooting to resolving individual application failures.
• Advanced working knowledge of collaboration tools such as Slack, Teams and Google Workspace.
• Demonstrated knowledge of Microsoft Exchange and/or Google Admin, including a firm understanding of Groups and permissions.
• Knowledge of Windows, ranging from resolving registry conflicts to troubleshooting system crashes and performance issues, is a plus.
• Familiarity with platforms such as Service Now, Zendesk, Jira, or Okta preferred.
• Experience supporting PCs and Windows OS in a commercial or enterprise environment.
• Strong knowledge of supporting iOS and Android devices in a commercial or enterprise environment.
• Working knowledge of video collaboration, including tools like Zoom, Web Ex, etc.
• Working knowledge of Active Directory and basic AD administration.