Helpdesk Tier 2 Technician

We are seeking a knowledgeable and customer-focused professional to provide advanced technical support and resolve complex issues across a range of systems, applications, and devices. In this role, you will work closely with end users, internal teams, and escalations from Tier 1 support to ensure timely resolution, high service quality, and a positive support experience., * Respond to escalated support requests and troubleshoot technical issues beyond basic Tier 1 support.

• Diagnose and resolve hardware, software, network, and account-related problems in a timely manner.
• Support end users with desktop, laptop, mobile device, printer, and peripheral issues.
• Document troubleshooting steps, resolutions, and case details accurately in the ticketing system.
• Identify recurring issues and collaborate with other teams to recommend long-term solutions.
• Assist with user provisioning, access requests, password resets, and basic system administration tasks.
• Escalate complex issues to appropriate technical teams when needed and follow through to resolution.
• Contribute to knowledge base articles, process improvements, and support documentation.
• Monitor support queues and ensure tickets are addressed within established service levels.
• Deliver clear, professional communication to users throughout the support process.

Do you have experience in Ticketing system technical support?, Do you have a Associate's degree?, * Previous experience in help desk, technical support, or desktop support in a Tier 2 or similar role.

• Strong troubleshooting skills with the ability to analyze and resolve technical issues independently.
• Experience supporting Windows and/or Mac operating systems, common productivity tools, and standard business applications.
• Familiarity with networking fundamentals such as TCP/IP, DNS, VPN, Wi-Fi, and remote connectivity.
• Experience using ticketing systems and documenting support interactions clearly and thoroughly.
• Excellent communication and customer service skills with a professional, patient approach.
• Ability to prioritize tasks, manage multiple tickets, and work effectively in a fast-paced environment.
• Strong attention to detail and a commitment to following established procedures and security practices., * Associate's degree or equivalent experience in information technology or a related field.
• Relevant certifications such as CompTIA A+, Network+, Microsoft, or similar credentials.
• Experience with Active Directory, Microsoft 365, endpoint management, or remote support tools.
• Exposure to ITIL-based support processes and service management best practices.

What You Will Bring

• A proactive mindset and a commitment to delivering reliable support.
• The ability to balance technical problem-solving with a strong service-oriented approach.
• A collaborative attitude and willingness to work with cross-functional teams.
• The desire to learn new technologies and continuously improve support delivery.

Why Join Us

You will be part of a team that values responsiveness, teamwork, and continuous improvement. This position offers the opportunity to develop your technical expertise, support a diverse user base, and play an important role in keeping business operations running smoothly.