Help Desk Technician L2

Job Description

Overview:

Robert Half is seeking a skilled and customer-focused Level 2 Help Desk Technician to join the team at a fast-paced Managed Services Provider (MSP). As a Level 2 technician, you will provide advanced technical support to clients, addressing escalated IT issues that cannot be resolved at Tier 1. This role requires exceptional troubleshooting skills, a customer-centric approach, and the ability to collaborate with cross-functional teams to ensure timely resolution and excellent service delivery.

Key Responsibilities:

Provide Advanced Technical Support:

Diagnose, troubleshoot, and resolve escalated hardware, software, and networking issues for clients, both remotely and on-site, if necessary.

Support Windows (10, 11, Server).

Administer and troubleshoot Microsoft 365 services (e.g., Exchange, Teams, SharePoint, OneDrive).

Active Directory and User Management:

Perform Active Directory tasks, including user and group account management, password resets, and assigning group policies.

Network Troubleshooting:

Diagnose issues related to LAN/WAN, TCP/IP, DNS, DHCP, and VPN configurations.

Conduct basic configuration and troubleshooting for routers, switches, and firewalls.

Hardware and Peripherals Support:

Resolve issues related to desktops, laptops, servers, mobile devices, printers, and other peripherals.

Ticket Management:

Effectively handle and document all service tickets.

Collaborate with Level 1 technicians to provide guidance and knowledge sharing.

Qualifications:

Education:

Required: Associate’s degree in Information Technology, Computer Science, or a related field.

CompTIA A+, Net+, Sec+, or other certifications preferred

Experience:

Minimum of 2-3 years of experience in an IT support/help desk role, preferably with an MSP or similar environment.

Hands-on troubleshooting experience across diverse IT environments, including working with remote support tools.

Skills:

Strong understanding of operating systems.

Working knowledge of ticketing systems.

Advanced knowledge of Microsoft 365, networking basics, and security principles.

Familiarity with virtualization technologies (e.g., VMware, Hyper-V).

Excellent verbal and written communication skills for client interaction.

Full-time