CAREERS
IT SUPPORT LEVEL 2
IT SUPPORT LEVEL 2
Location: [City, State] / Hybrid or On-Site
Job Type: Full-Time
Department: Information Technology
Reports To: IT Manager / Director of IT
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About the Role:
We’re seeking a skilled and motivated Level 2 IT Support Specialist to join our growing IT team. This role provides advanced technical support to end-users, assists in maintaining IT infrastructure, and helps drive resolution of escalated issues. The ideal candidate has strong troubleshooting abilities, excellent communication skills, and a customer-first mindset.
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Key Responsibilities:
• Respond to and resolve escalated help desk tickets from Level 1 support.
• Diagnose and resolve hardware, software, and network issues across Windows and Mac environments.
• Manage user accounts, permissions, and access via Active Directory and Microsoft 365.
• Support on-premises and remote staff via phone, email, or remote desktop tools.
• Perform system upgrades, patches, and routine maintenance tasks.
• Set up and configure desktops, laptops, printers, and mobile devices.
• Assist with onboarding/offboarding of employees, including provisioning equipment.
• Maintain documentation of IT processes and system configurations.
• Collaborate with vendors and third-party providers for hardware/software support.
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Requirements:
• 2–4 years of experience in an IT support or help desk environment.
• Strong understanding of Windows 10/11, Microsoft 365, and Active Directory.
• Familiarity with networking concepts (TCP/IP, DHCP, DNS, VPNs).
• Experience with remote support tools (e.g., TeamViewer, AnyDesk, RDP).
• Working knowledge of IT ticketing systems (e.g., Zendesk, ServiceNow, Freshdesk).
• Excellent problem-solving and communication skills.
• Ability to work independently and handle multiple priorities.
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Preferred Qualifications:
• Certifications such as CompTIA A+, Network+, or Microsoft MCP.
• Experience supporting cloud platforms (Azure AD, Google Workspace, etc.).
• Familiarity with scripting (PowerShell, Bash) is a plus.
• Knowledge of cybersecurity best practices.
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What We Offer:
• Competitive salary and benefits package
• Opportunities for professional development and certification
• A collaborative and supportive IT team
• Modern tools and technology to work with