Level 2 IT Support Technician (On Site)

Level 2 Helpdesk Technician

POSITION SUMMARY

The Level 2 Helpdesk Technician serves as the escalation point for technical issues that exceed Tier 1 support capabilities. This role is responsible for diagnosing and resolving advanced hardware, software, network, and systems-related issues while ensuring timely and effective support to end users. In addition to handling inbound support requests and ticket management, the Level 2 Technician performs advanced system administration tasks including Active Directory management, networking configuration, VoIP troubleshooting, and backend service support. This is a full-time, on-site position requiring five days per week in the office, with potential travel to remote job sites.

SUMMARY OF KEY RESPONSIBILITIES

• Serve as escalation support for Tier 1 technicians and resolve complex technical issues
• Respond to inbound support requests and manage tickets through the IT ticketing system
• Diagnose complex workstation, server, network, and application issues.
• Assist with deployment, upgrades, migrations, and infrastructure projects.
• Create, manage, and maintain user mailboxes
• Administer and manage Active Directory (user accounts, permissions, group policies)
• Troubleshoot authentication, permissions, connectivity, and performance issues.
• Configure and troubleshoot networking equipment
• Perform advanced VoIP phone troubleshooting
• Troubleshoot backend services including DNS, DHCP, and related infrastructure components
• Monitor and support security systems including email security and DVR/NVR systems
• Assist with remote job site setup, including equipment deployment and configuration
• Collaborate with vendors and internal teams to resolve technical issues.
• Document resolutions, processes, and technical procedures accurately
• Maintain detailed technical documentation and knowledge base updates.
• Train and mentor Level 1 technicians.

SUMMARY OF EXPERIENCE

• 3–5 years in an IT support or systems support role.
• Minimum 1+ year of experience in a Tier 1 or equivalent helpdesk role
• Experience troubleshooting enterprise environments.
• Experience troubleshooting hardware, software, networking, and system-related issues
• Exposure to Active Directory administration and basic network infrastructure support
• Experience working in a fast-paced support environment handling escalations.
• Proven ability to resolve complex technical issues independently.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

• Strong written and verbal communication skills.
• Excellent customer service skills
• Ability to explain technical concepts to non-technical users.
• Strong understanding of Windows operating systems and Microsoft environments
• Working knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN, VLAN basics)
• Experience with Active Directory administration
• Ability to configure and troubleshoot networking equipment (Cisco Meraki)
• Advanced troubleshooting skills for VoIP systems
• Strong analytical and problem-solving abilities
• Ability to work independently and collaboratively.
• Ability to prioritize multiple tickets and meet response time expectations
• Ability to travel to remote job sites as needed
• Certifications such as CompTIA A+, Network+, or similar are preferred but not required

Job Type: Full-time

Pay: $70,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

Work Location: In person