Level 2 Engineer (IT Service Desk Technician)
About The Position
The Level 2 Service Desk Technician provides advanced technical support to end-users by resolving issues escalated from Level 1 and troubleshooting hardware, software, operating system, and network problems. The role calls for strong analytical skills, a solid technical foundation, and the ability to work independently or collaboratively on complex IT issues. The work involves supporting multiple corporate clients, primarily in Windows environments, many of which are small businesses with limited in-house IT expertise. Success requires both technical capability and effective interaction with users, including administrative staff and business owners. This is a hybrid position: employees work both on-site and remotely and may occasionally visit local client sites. It is a full-time salaried position; overtime pay is provided under a Fluctuating Work Week arrangement.
Requirements
- Associate or bachelor’s degree in Information Technology, Computer Science, or a related field.
- 2–4 years of experience in IT support or service desk roles.
- Strong knowledge of Windows and Mac operating systems, Microsoft 365, Active Directory, and networking fundamentals.
- Experience with remote support tools and PSA platforms, such as ConnectWise.
- Excellent problem-solving, communication, and customer service skills.
- Excellent written and oral communication skills.
- Excellent documentation and record-keeping skills.
- Desire and ability to learn new technology.
Nice To Haves
- Relevant certifications, such as CompTIA Network+, Microsoft Certified: Modern Desktop Administrator, or ITIL.
Responsibilities
- Respond to and resolve service desk tickets escalated by Level 1 technicians.
- Troubleshoot and resolve issues involving operating systems, business applications, hardware, and network connectivity.
- Perform root cause analysis and implement long-term solutions to recurring problems.
- Support user account management, including Active Directory, Exchange, and other enterprise systems.
- Assist with system upgrades, patch management, and deployment of new technologies.
- Document solutions and contribute to the knowledge base.
- Collaborate with Level 3 support and infrastructure teams when necessary.
- Provide mentorship and guidance to Level 1 technicians.
- Ensure compliance with IT policies, procedures, and security standards.
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Short- and long-term disability coverage at no cost to the employee
- Basic life insurance at no cost to the employee
- 401(k) with corporate match
- Wellbeing reimbursement
- Up to 4 paid days per year for volunteer activities
- Overtime pay under a Fluctuating Work Week arrangement
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
