Onsite IT Helpdesk Technician - Level 2

Required Skills & Experience

• High school diploma or GED, at least five years of progressively responsible help desk, desktop support, technical support, IT operations, or closely related experience, and a current CompTIA A+ certification.
• Demonstrated Level 2 troubleshooting experience using structured incident, request, escalation, documentation, and change-management practices.
• Strong working knowledge of Windows 11; Microsoft 365, Teams, Outlook, OneDrive, SharePoint Online, and Microsoft Office; Microsoft Entra ID and Intune; multifactor authentication; endpoint enrollment; software deployment; and access troubleshooting.
• Knowledge of endpoint hardware, printers, peripherals, mobile devices, workstation deployment, and common connectivity concepts, including TCP/IP, DNS, DHCP, VPN, Wi-Fi, and switching.
• Experience with enterprise ticketing or IT service-management systems and with creating technical documentation and employee-facing instructions.
• Working knowledge of enterprise AI tools such as Microsoft Copilot, including prompting, output validation, privacy, responsible use, and practical workplace applications.
• Strong customer service, communication, listening, organization, prioritization, collaboration, adaptability, confidentiality, and follow-through.

Job Description

In this role, you'll be the go-to person for employees experiencing technology issues, helping them get back to work quickly while ensuring systems remain secure and reliable.

A typical day might include:

Responding to employee support requests via tickets, Teams, phone, email, or in person. Troubleshooting laptop, Microsoft 365, Outlook, Teams, SharePoint, VPN, Wi-Fi, printer, mobile device, and access/login issues. Managing user accounts, passwords, MFA, software licenses, and permissions through Microsoft Entra ID and Intune. Setting up new hires with computers, applications, and access, while also handling offboarding and job-change requests. Imaging, deploying, repairing, replacing, and tracking laptops, monitors, phones, and other technology assets. Escalating complex issues when needed while maintaining ownership and keeping users informed. Updating tickets, documenting resolutions, and creating knowledge articles and troubleshooting guides. Supporting conference rooms, Teams/Zoom meetings, office technology deployments, and special projects. Assisting employees with approved AI tools such as Microsoft Copilot and ensuring they use them securely. Identifying recurring issues and recommending process improvements, automation opportunities, or training resources. Monitoring security concerns such as phishing attempts, account compromises, and unauthorized access requests. What Success Looks Like Employees receive fast, friendly, and easy-to-understand tech support. Issues are resolved accurately with strong communication and documentation. Onboarding, offboarding, device management, and access requests are completed correctly and on time. Recurring problems are reduced through better documentation, training, and process improvements. You can balance multiple priorities while maintaining strong customer service and attention to detail.