Level 2 Help Desk Technician

We are seeking a Level 2 Help Desk Technician to serve as the escalation point for a busy end user support environment. This role handles the tickets that Level 1 cannot resolve, owns them through resolution, and helps keep the wider team running smoothly.

Responsibilities

• Resolve escalated hardware, software, and network incidents across Windows 10 and Windows 11 environments
• Support Microsoft 365, Active Directory, and Entra ID account and access issues
• Image, configure, and deploy desktops, laptops, and mobile devices
• Troubleshoot VPN, printing, and basic network connectivity problems
• Document resolutions and update knowledge base articles for the Level 1 team
• Manage tickets in the ITSM platform against defined SLAs
• Provide occasional deskside and remote support to end users across multiple sites

Required Qualifications

• 3 or more years in a help desk or desktop support role
• Strong troubleshooting skills across Windows OS, Microsoft 365, and common business applications
• Working knowledge of Active Directory and Entra ID
• Experience with an ITSM ticketing platform such as ServiceNow, Jira, or Freshservice
• Excellent communication and customer service skills

Preferred Qualifications

• CompTIA A+, Network+, or Microsoft certifications
• Experience with Intune or SCCM for endpoint management
• Familiarity with ITIL practices