Level 2 Service Desk Specialist

Job Summary:

We are seeking a Level 2 Service Desk Specialist to join our dynamic IT team. This role serves as a key point of contact for internal technical support and will work closely with users across the organization to ensure smooth operation of hardware, software, and network systems. The ideal candidate is a proactive problem-solver with strong communication skills and a passion for technology.

Key Responsibilities:

• Provide advanced technical support to on-site and remote end users through desk-side visits, phone, email, text, and remote support tools.
• Set up, configure, and support employee technology, including desktops, laptops, monitors, printers, phones, and mobile devices.
• Support and troubleshoot audio/visual equipment in conference rooms, ensuring reliable performance for meetings and events.
• Resolve escalated issues from Tier 1, applying in-depth troubleshooting for hardware, software, and network-related problems.
• Configure systems, install software/hardware, and perform upgrades in accordance with organizational standards.
• Maintain, update, and create technical documentation to ensure accurate knowledge sharing across the IT team.
• Collaborate with higher-tier technicians, vendors, and project teams to address more complex IT needs.
• Manage and monitor tickets within the ticketing system, ensuring escalations are documented, updates are thorough, and resolutions details are accurate.
• Maintain assigned on-site coverage hours and participate in on-call rotations as scheduled.
• Perform other related duties as assigned to support IT operations and service delivery.

Skills, Knowledge, and Expertise:

• Associates Degree in Information Technology, Computer Science, or a related field – Required
• 3+ years of experience in IT support or help desk roles, with at least 1-2 years in a Level 2 capacity.
• Prior involvement in small-scale IT projects or deployments.
• Experience with basic network troubleshooting (e.g., connectivity issues, VPN setup, DNS/DHCP)
• Exposure to IT asset management and documentation practices.
• Strong customer service and communication skills
• Ability to follow procedures and work independently or as part of a team
• Advanced knowledge of IT systems, software, and networking
• Strong analytical and problem-solving skills
• Ability to work independently and collaboratively
• Understanding of ITIL processes and best practices
• Advanced knowledge of IT systems, software, and networking

Licenses and Certifications:

• CompTIA Nework+ - Preferred
• Microsoft Certified: Modern Desktop Administrator Associated – Preferred

Benefits

• Compensation: $60,000 - $70,000 / year
• Eligible for discretionary benefits: performance bonus
• Eligible for standard employee benefit elections: Medical, Dental, Vision, 401K, FSA, HSA, Commuter Benefits, Employee Assistance Program, Life Insurance (employee and dependents), Short-term disability (STD), Long-term disability (LTD), Accidental death & dismemberment (AD&D), vacation days, sick days, and other benefits

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