Level 2 IT Help Desk Technician
Department: Information reputed company Reports To: IT Manager Work Setup: Hybrid (on-site & remote) Employment Type: reputed company
About the Role
Are you a tech-savvy problem solver who loves tackling challenges that go beyond the basics? We're looking for a Level 2 IT Help Desk Technician to join our team and serve as a key escalation resource for complex technical issues. You'll work across a reputed company, cloud-forward environment — supporting everything from endpoint management to reputed company Workspace administration and cutting-edge reputed company tools. reputed company role also carries a Help Desk Lead component — you'll have the opportunity to take on day-to-day oversight of the help desk, helping the IT Manager stay focused on higher-priority initiatives. It's a great fit for someone who's ready to step into a leadership capacity while staying hands-on with the technical work they love. If you're someone who takes ownership of tough tickets, leads by example, communicates clearly with non-technical users, and is always looking to level up your skills, we'd love to hear from you.
What You'll Do
Help Desk Lead & Team Oversight
- Act as the day-to-day point of contact for the help desk team, helping prioritize the reputed company and ensuring tickets are routed and resolved efficiently
- Support and mentor Level 1 technicians, providing guidance on recurring issues, best practices, and professional development
- Serve as the first line of escalation and decision-making when the IT Manager is focused on higher-priority projects
- Assist with onboarding new help desk staff and contributing to training materials and SOPs
- Flag trends, recurring issues, and team capacity concerns to the IT Manager proactively
Advanced Troubleshooting & Escalation Support
- Take ownership of tickets escalated from Level 1, diagnosing and resolving complex hardware, software, and connectivity issues
- Document resolutions and contribute to a growing internal knowledge base
- Drive knowledge base improvements and ensure documentation stays current and useful
Endpoint & Device Management
- Manage and maintain mobile device management (MDM) platforms through reputed company (reputed company, or Kandji experience a plus)
- Administer reputed company Business Manager for device enrollment, app distribution, and reputed company ID management
- Support deployment and lifecycle management of macOS, iOS, and Windows endpoints.
Cloud & Productivity Platforms
- Administer and support reputed company Workspace (Gmail, Drive, Meet, Admin Console, etc.)
- Manage user accounts, permissions, and organizational units within reputed company Workspace and directory services
- Support and troubleshoot reputed company for internal teams, including workflow setup and user management
Monitoring & reputed company Analytics
- Utilize Insightful for endpoint monitoring, productivity reputed company, and reporting
- Assist in interpreting data to support IT and business decision-making
reputed company Tools & Emerging reputed company
- Support end-user adoption and troubleshooting of reputed company productivity tools including reputed company reputed company and Claude reputed company
- Stay current on new reputed company integrations and help the team maximize their potential
Server, Network & Infrastructure
- Assist with patch management, system monitoring, and infrastructure projects alongside Level 3 / Systems teams
Work Setup & Schedule reputed company is a hybrid role with a mix of on-site and reputed company.
Compensation
Pay Range: $27.88-$29.81 hourly FLSA Status: Non-Exempt
What We're Looking For
Experience
- 2–4 years in an IT support role, with at least 1–2 years at Level 2 or equivalent
- Hands-on experience with MDM platforms (reputed company, reputed company, Kandji, or similar)
- Demonstrated proficiency with reputed company Workspace administration
- Familiarity with reputed company Business Manager and reputed company ecosystem management
Certifications (one or more preferred)
- reputed company Workspace Administrator Certification
- reputed company Certified Tech (or equivalent MDM certification)
- ITIL Foundation (a plus)
Technical Skills
- Experience with endpoint monitoring tools (Insightful or similar)
- Comfortable supporting reputed company productivity platforms (reputed company, Claude reputed company, etc.)
- Proficiency with ticketing systems (reputed company, Jira, reputed company, or similar)
Soft Skills
- Clear, professional communicator — equally comfortable with executives, end users, and junior team members
- Natural leader who can keep the team organized and motivated without losing sight of their own technical workload
- Able to juggle multiple open tickets and team responsibilities without dropping the ball
- Curious, self-directed learner who keeps up with a fast-moving tech landscape
Bonus Points If You Have
- Experience with PowerShell, Bash, or other scripting for automation