Contract: IT Helpdesk Engineer Level 2

PharmaEssentia U.S.A.•Burlington, MA

5d•$40 - $50•Hybrid

About The Position

The IT Helpdesk Engineer Level 2 is responsible for providing advanced technical support to end users, resolving escalated IT issues, maintaining IT systems, and supporting infrastructure operations. This role acts as the escalation point for Level 1 support team and ensures timely resolution of hardware, software, network, access, and productivity tool issues. The ideal candidate has strong troubleshooting skills, good customer service discipline, and hands-on experience supporting business users in a corporate IT environment.

Requirements

Diploma, associate degree, bachelor’s degree, or equivalent experience in Information Technology, Computer Science, or a related field.
2–5 years of experience in IT helpdesk, desktop support, service desk, or technical support.
Experience supporting Microsoft Windows, Microsoft 365, Microsoft Entra, and standard business applications.
Strong troubleshooting skills across hardware, software, networking, and user access issues.
Experience using ticketing systems such as ServiceNow, or similar.
Good understanding of ITIL-based incident, request, and change management processes.
Strong communication skills and ability to support both technical and non-technical users.
Strong customer service and user-support mindset.
Ability to prioritize multiple incidents and requests in a fast-paced environment.
Strong analytical and problem-solving ability.
Clear documentation and knowledge-sharing skills.
Ability to work independently and as part of a wider IT team.
High attention to detail, especially with access management and security procedures.
Professionalism, discretion, and ability to handle confidential information.

Nice To Haves

Certifications such as: CompTIA A+, CompTIA Network+, CompTIA Security+, Microsoft 365 Certified: Fundamentals, Microsoft Certified: Azure Fundamentals, ITIL Foundation
Experience with endpoint management tools such as Microsoft Intune or similar.
Experience supporting VPN, MFA, SSO, endpoint encryption, and remote access tools.
Experience in a regulated, healthcare, pharmaceutical, financial, or enterprise environment.
Basic scripting experience with PowerShell or similar tools.

Responsibilities

Provide Level 2 support for escalated incidents and service requests.
Troubleshoot and resolve issues related to desktops, laptops, printers, mobile devices, operating systems, business applications, and collaboration tools.
Support Windows and/or mobile devices, including user profiles, device performance, and system errors.
Diagnose and resolve network connectivity issues, including Wi-Fi, VPN, LAN, DNS, DHCP, and basic firewall-related problems.
Support Microsoft 365 services, including Outlook, Teams, OneDrive, SharePoint, Exchange Online, and Office applications.
Create, modify, disable, and troubleshoot user accounts in Active Directory, Microsoft Entra ID/Azure AD, and related systems.
Manage group memberships, permissions, shared mailboxes, distribution lists, and access requests.
Support password resets, MFA issues, SSO troubleshooting, and account lockouts.
Ensure access changes follow company security policies and approval processes.
Build, configure, deploy, and maintain laptops, desktops, peripherals, and mobile devices.
Install, update, and troubleshoot approved software applications.
Support endpoint management tools such as Intune or similar platforms.
Maintain accurate asset records and assist with equipment lifecycle management.
Log, update, prioritize, and resolve tickets in the IT service management system.
Escalate complex issues to Level 3 support, infrastructure, security, or vendors when required.
Identify recurring technical issues and recommend permanent fixes or process improvements.
Document troubleshooting steps, resolutions, and knowledge base articles.
Follow IT security policies, data protection requirements, and access control procedures.
Assist with endpoint security, antivirus/EDR alerts, patching, encryption, and vulnerability remediation.
Support onboarding and offboarding processes in coordination with HR and business teams.
Report suspected security incidents promptly through the proper channels.
Assist with IT projects such as device refreshes, office moves, software rollouts, system upgrades, and process improvements.
Provide remote and onsite support for meetings, conference rooms, AV equipment, and executive users.
Participate in testing, implementation, and documentation of new IT services.
Support business continuity and disaster recovery activities as needed.