RoleReporting to the IT Manager, the Help Desk Technician Level 2 is responsible for providing advanced technical support to internal users. This role involves troubleshooting complex hardware and software issues, assisting with system installation and upgrades, and ensuring efficient communication between users and the IT department. The Help Desk Technician Level 2 will also document solutions and contribute to the development of best practices for ongoing support.
ResponsibilitiesProvide technical support for hardware, software, and networking issues that cannot be resolved by Level 1 supportDiagnose and troubleshoot IT issues, escalating to higher-level support when necessaryAssist users with complex IT problems via phone, email, or in-personDocument technical issues and solutions in the Helpdesk ticketing systemMaintain a high level of customer satisfaction by providing responsive and thorough supportPerform software installations, hardware upgrades, and system configurations as requiredMonitor, track, and resolve reported issues in a timely mannerContribute to the creation and maintenance of technical documentation and knowledge base articlesAssist with training and mentoring Level 1 Help Desk TechniciansRequirementsQualifications Degree, diploma, or certificate in Computer Science or a related field, or equivalent work experienceMinimum of 2-4 years of experience in a technical support or help desk roleStrong knowledge of Windows operating systems, Microsoft 365, and common software applicationsExperience with hardware diagnostics and repairs, including desktop and laptop systemsFamiliarity with network concepts and troubleshooting network issuesExcellent communication and interpersonal skillsStrong analytical and problem-solving abilitiesDetail-oriented and capable of working effectively under pressureAbility to work both independently and collaboratively within a teamWillingness to stay current with technology trends and developmentsExperience with a Helpdesk ticketing system is preferredBenefitsExtended Healthcare Plan (Medical, Disability, Dental & Vision)Paid Time Off BenefitsWeekly Pay PeriodsEmployee Assistance Program - CounselingDPSP matching program that offers increased matching contributions based on your years of service with the company
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