Level 2 Help Desk Engineer

This role serves as a senior escalation point within the IT support team, handling more complex technical issues that go beyond Level 1 support. The Level 2 Technician provides advanced troubleshooting across hardware, software, networking, and systems environments while ensuring a high level of customer service. This is a great opportunity for someone who enjoys deep problem-solving, mentoring junior technicians, and working in a fast-paced environment., * Handle escalated Level 1 tickets and provide advanced technical support

• Troubleshoot complex issues across hardware, software, servers, networking, and cloud environments
• Support Active Directory, user accounts, Group Policy, and Microsoft 365 environments
• Diagnose and resolve issues in Windows Server, virtualization, and enterprise networks
• Document troubleshooting steps and resolutions in ticketing systems
• Create and improve SOPs, KB articles, and support documentation
• Mentor and support Level 1 technicians
• Monitor RMM alerts and proactively resolve system issues
• Ensure SLA compliance and maintain strong client communication

• 2-3+ years of IT helpdesk or support experience with escalation-level troubleshooting
• Strong knowledge of Windows OS, macOS, and basic Linux environments
• Experience with networking fundamentals (TCP/IP, DNS, DHCP, VLANs, VPNs, firewalls)
• Hands-on experience with Active Directory, Group Policy, Exchange/M365, and Azure AD
• Familiarity with VMware or Hyper-V
• Strong troubleshooting and analytical problem-solving skills
• Excellent communication and ability to support both technical and non-technical users

Nice to Have Skills & Experience:

• MSP experience
• RMM tool experience (ConnectWise, NinjaRMM, etc.)
• IT certifications (A+, Network+, Security+, Microsoft certifications, etc.)
• Apple support experience or Apple certifications
• Vendor-specific certifications

$28 - $30 an hour - Temp-to-hire, Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance
• Disability insurance
• Paid holidays, Perks & Benefits:
• 3 different medical health insurance plans, dental, and vision insurance
• Voluntary and Long-term disability insurance
• Paid time off, 401k, and holiday pay
• Weekly direct deposit or pay card deposit