> Markdown version of [/jobs/ext/2248980-l1-l2-it-service-desk-technician](https://www.wearedevelopers.com/jobs/ext/2248980-l1-l2-it-service-desk-technician). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # L1/L2 IT Service Desk Technician - **Company:** Red Cup IT, Inc. - **Location:** United States - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Amazon Web Services, Apple Mac Systems, JIRA, Microsoft Azure, VoIP, Ubuntu (Operating System), CentOS, Software as a Service, Cloud Computing, Complex Networks, Computer Networks, Data Recovery, Linux, Multi-Factor Authentication, Ethernet, Identity and Access Management, Issue Tracking Systems, Virtual Private Networks (VPN), Windows Servers, Network Architecture, Remote Desktop Services, Software Engineering, Wireless Access Point, Wi-Fi Technology, Data Logging, Network Routers, Enterprise Software Applications, Okta, Peripherals, Laptops, Gsuite, Windows Client, User Accounts - **Published:** August 26, 2026 - **Apply:** https://www.wayup.com/i-j-L1-L2-IT-Service-Desk-Technician-Red-Cup-IT-Inc-274333177099519/ ## About the Role |--- Operating Systems| Windows 10/11, macOS, Windows Server, Linux (Ubuntu/CentOS) Cloud/SaaS| Microsoft 365, Google Workspace, AWS, Azure Ticketing & Remote Tools| Jira, HaloPSA, remote desktop/RMM tools Soft Skills| Patience, active listening, and the ability to explain complex tech in "plain English" Certifications| CompTIA A+, Network+, Microsoft 365 Certified, or ITIL Foundation (preferred) ## Description We are seeking a Level 1 & 2 IT Support Technician to maintain the health of our hardware, software, and network infrastructure. You will serve as the first and second line of defense for technical issues - resolving what you can at first contact, digging deeper on escalated problems, and minimizing downtime through rapid incident response., 1. Tiered Troubleshooting & Technical Support This is the "bread and butter" of the role. Level 1 (First Contact): + Serving as the first point of contact for all incoming issues via ticket, phone, chat, or walk-up. + Resolving common issues at first touch: password resets, account lockouts, printer problems, basic software errors, and connectivity drops. + Accurately logging, categorizing, and prioritizing tickets in the ticketing system (Jira, HaloPSA, or similar). Level 2 (Escalated Support): + Diagnosing and resolving escalated issues: software glitches, hardware malfunctions, and "ghost in the machine" bugs that L1 couldn't close. + Performing root cause analysis on recurring incidents. + Escalating to senior engineers (L3) with clear documentation of troubleshooting steps already taken. 2. Hardware & Software Lifecycle + Provisioning: Setting up new laptops, workstations, and mobile devices for employees, including imaging and MDM enrollment. + Installation: Deploying OS updates (Windows, macOS, Linux) and enterprise software suites. + Maintenance: Performing hardware repairs or coordinating with vendors for warranty replacements. 3. Network & Infrastructure Support Responsible for the "last mile" of connectivity: + Ensuring devices can connect to local Wi-Fi, Ethernet, and VPN. + Basic troubleshooting of routers, switches, and access points; escalating complex network issues to senior engineers. + Managing peripherals such as network printers, VOIP phones, and video conferencing equipment. 4. User Access & Security + Identity Management: Creating, modifying, and offboarding user accounts via Active Directory or Okta. + Security Compliance: Ensuring all devices have updated endpoint protection, disk encryption, and multi-factor authentication (MFA) enabled. + Data Recovery: Assisting users with file backups and recovering lost data. 5. Documentation & Training A great technician doesn't just fix a problem; they make sure it's easier to fix next time. + Writing and updating Standard Operating Procedures (SOPs) and knowledge base articles for the internal IT team. + Creating "How-to" guides for non-technical staff to promote self-service and reduce repeat tickets. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Getting under the skin: The Social Engineering techniques](https://www.wearedevelopers.com/videos/38-getting-under-the-skin-the-social-engineering-techniques) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Integrate your Cognitive Assistant with 3rd-party DBs and software](https://www.wearedevelopers.com/videos/249-integrate-your-cognitive-assistant-with-3rd-party-dbs-and-software) - [Remote Driving on Plant Grounds with State-of-the-Art Cloud Technologies](https://www.wearedevelopers.com/videos/251-remote-driving-on-plant-grounds-with-state-of-the-art-cloud-technologies) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated)