Help Desk Technician - Tier 2

The Tier 2 Technician is responsible for resolving more complex technical issues across client networks, servers, virtualization platforms, DNS/DHCP systems, firewalls, switches, VLANs, and monitoring platforms. This role requires stronger diagnostic judgment, deeper technical ownership, and the ability to move issues from symptoms to root cause.

Tier 2 Technicians are expected to be problem solvers, not ticket passers. They must bring structure to complex issues, communicate clearly with clients and internal teams, and ensure that technical work is completed, documented, and stabilized.

Core Purpose of the Role

To provide advanced technical support and troubleshooting that improves client reliability, reduces recurring issues, and strengthens LEFCON’s reputation for disciplined execution., The Tier 2 Technician is responsible for:

• Troubleshooting and resolving advanced network, server, virtualization, DNS, DHCP, VLAN, switch, and firewall issues.
• Using Auvik for network discovery, mapping, monitoring, configuration awareness, troubleshooting, alerting, and reporting.
• Troubleshooting switch connectivity, VLAN assignment, MAC address tables, trunking, tagging, and network traffic behavior.
• Troubleshooting firewall rules, NAT configuration, VPN connectivity, traffic flow, and firewall logs.
• Creating, configuring, verifying, and troubleshooting VLANs.
• Installing, configuring, and troubleshooting internal DNS and DHCP services.
• Managing external DNS records, including A, MX, TXT, SPF, DMARC, DKIM, SRV, CNAME, and PTR records.
• Supporting VMware environments, including virtual machines, snapshots, host performance, networking, storage, and SSL-related configuration.
• Supporting Windows Server environments, including users, groups, roles, features, group policy, network settings, backups, and performance monitoring.
• Owning complex tickets through resolution or clean transfer of responsibility.
• Identifying root cause and recommending corrective actions to prevent recurrence.
• Providing clear internal notes, client-facing updates, and technical documentation.
• Assisting Tier 1 Technicians through coaching, ticket review, and technical guidance.
• Maintaining professional communication during high-pressure service situations.

Candidate must hold at least one of the following:

• CompTIA Network+
• CCNA
• VMware Technical Associate

Candidate will also need to successfully complete an onsite practical exam as a part of the selection process.

Required Technical Proficiencies

Tier 2 Technicians must demonstrate proficiency in:

• Auvik, including ACP-level knowledge where applicable.
• Switch and firewall troubleshooting.
• VLAN configuration and troubleshooting.
• Internal DNS and DHCP.
• External DNS.
• VMware and Windows Server.
• Domain name purchases and DNS management.
• Network performance troubleshooting.
• Server role support.
• Backup awareness and troubleshooting.
• Documentation of technical findings and remediation steps., * Computer networking: 3 years (Preferred)

License/Certification:

• CompTIA Network+ (Required)

Pulled from the full job description

• Referral program
• Professional development assistance
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Employee discount, * 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Our mission at LEFCON is to improve, protect, and deliver reliable technology while providing exceptional employee support, unparalleled customer service, and significant community contributions. We measure our ability to deliver on the mission through Employee Experience, Customer Satisfaction, and our Financials. At LEFCON, our people come first. When we get it right with our people and our customers. The financial results seem to take care of themselves. This is why we have been on Inc.’s Fastest-Growing Private Companies list for the last 5 years.