Help Desk Technician Level 2

As a Level 2 Help Desk Technician, you’ll handle escalated and more complex technical issues across Systech’s managed client environments. Some problems will come to you from Level 1. Others you’ll own from the beginning because they require deeper systems knowledge or administrative access.

You’ll troubleshoot across Windows endpoints, Microsoft 365, identity, Active Directory, networking, servers, virtualization, backup systems, endpoint security, cloud services, and other business technology.

We don’t expect you to know every answer immediately. We do expect you to know how to investigate the problem, work through likely causes, make appropriate changes within your authority, validate the result, and document what you found.

When an issue requires new design, significant implementation work, an architectural decision, or a change outside established standards, you’ll work with our Systems Engineers and technical leadership.

You’ll Also Work With People

Our clients aren’t IT departments. They’re businesses trying to get their work done. You’ll work directly with business owners, managers, office staff, and other employees with varying levels of technical knowledge. That means asking good questions, explaining complex problems in understandable language, providing useful updates, and maintaining professionalism when troubleshooting gets difficult.

Strong technical capability should be paired with the ability to communicate clearly, professionally, and effectively with clients.

You’ll also work across Systech, collaborating with Level 1 technicians, Systems Engineers, Account Management, Field Services, Billing, and others to keep client issues moving toward resolution.

Technology You’ll Work With Depending on the client and the problem, you’ll gain experience across technologies including:

• Microsoft 365, Entra ID, Active Directory, and Intune
• Windows workstations and Windows Server
• Ubiquiti UniFi and other networking environments
• Firewalls, VPNs, switching, and wireless networking
• Proxmox, VMware ESXi, Hyper-V, and other virtualization environments
• Backup and recovery systems
• Endpoint security, EDR, and managed security tools
• Azure and other cloud services
• RMM, PSA, monitoring, and technical documentation platforms
• PowerShell and command-line administration

We don’t expect expertise in every platform we use, but we do expect the technical foundation and professional experience necessary to learn unfamiliar platforms quickly., Career path describes typical progression; it is not a promise of promotion, a position, or a pay increase. Senior Technician is a distinct technician-track role; moving to Systems Engineer depends on demonstrated engineering capability and is possible from Level 2 or Senior Technician.

Help Desk Technician Level 1 * Help Desk Technician Level 2 * Senior Technician (Level 3) * Systems Engineer

Advancement isn’t based simply on time in the position. As your technical depth, judgment, and independence grow, so can your technical responsibilities.

Working at Systech

What We Expect From Each Other Technical skill matters here. So does curiosity, accountability, communication, teamwork, coachability, and reliability.

You’ll be expected to take ownership of your work, document it properly, ask for help when appropriate, share technical knowledge with Level 1 technicians, and receive and apply feedback professionally.

You’ll also need to be dependable. Our Help Desk operates from 8:00 a.m. to 5:00 p.m., and clients can need us the minute we open. Being on time, ready to work, and communicating appropriately when something unexpected happens are basic expectations of the position. We also have a sense of humor. Technology continues to provide material.

Screening & Conditions of Employment Employment is contingent upon successful completion of required background checks and obtaining and maintaining CJIS clearance.

You already know how to solve the easy stuff. We’re looking for someone who wants the harder problems.

Systech is looking for an experienced IT professional who can independently troubleshoot and administer the technology our business clients depend on every day.

You don’t need experience with every platform we use. You do need strong technical fundamentals, experience supporting business IT environments, and the ability to work through unfamiliar problems without someone else providing the troubleshooting path. This is also a client-facing position. You’ll work directly with people who rely on technology to run their businesses, so being able to explain what’s happening matters almost as much as figuring out why it’s happening.

If you’re ready for broader technical responsibility, exposure to different client environments, and opportunities to continue developing toward Senior Technician or Systems Engineering responsibilities, this is a place where you can do it., We’re looking for someone with meaningful professional IT experience who can independently administer and troubleshoot established business technology environments. We’re less concerned about whether you’ve worked with every product we use than whether you understand the underlying technology. If you understand networking but haven’t worked with UniFi, we can teach you UniFi. If your virtualization experience is with VMware or Hyper-V rather than Proxmox, those fundamentals transfer.

What matters is that you’ve moved beyond simply following troubleshooting procedures. You can encounter something unfamiliar, determine how to investigate it, and work toward a technically sound resolution., * Strong ability to solve complex technical problems and challenges

• Excellent communication skills founded in being a good listener
• Advanced understanding of support tools, techniques, and how technology is used to provide services
• Advanced understanding of operating systems, business applications, printing systems, and network systems
• Advanced diagnostic skills related to end-user hardware, software, and network devices
• Advanced experience and knowledge of Microsoft 365
• Ability to type quickly and accurately while communicating with clients
• A deep desire to deliver an exceptional client experience
• Advanced knowledge of IT applications, software, and hardware
• Ability to communicate technical information clearly to technical and non-technical users
• Ability to keep up with and adapt to the fast-paced IT world
• Experience using a ticketing system, RMM tool, and PSA software
• Experience providing support through remote tools
• Experience handling technical service tickets
• Practical systems-administration experience across Windows, Microsoft 365, identity, networking, and server or infrastructure technologies
• Working knowledge of TCP/IP, subnetting, DNS, DHCP, VLANs, routing concepts, NAT, VPNs, and wireless networking
• Ability to investigate unfamiliar technical issues without relying exclusively on scripted troubleshooting procedures
• Valid driver’s license and the ability to drive to client sites
• Ability to produce complete and defensible documentation
• Ability to perform and document root cause analysis

Preferred Skills

• Professional IT certifications such as CompTIA A+, Network+, Security+, Microsoft certifications, ITIL, ITSM, or equivalent
• Microsoft 365 certifications
• Experience working for a Managed Service Provider or IT support business
• Client experience certifications such as Helpdesk Habits
• Experience mentoring junior technical staff
• Experience supporting project work
• Experience with Microsoft Entra ID, Intune, Azure, virtualization platforms (Proxmox, VMware ESXi, Hyper-V), backup systems, and endpoint security/EDR
• Experience with Ubiquiti UniFi or comparable managed networking platforms
• Experience using PowerShell or other command-line administration tools, This is an experienced technical position. We’re looking for someone who already has strong IT fundamentals, hands-on systems administration experience, and the ability to troubleshoot complex problems in a business environment independently.

Your experience does not need to match our technology stack exactly. Strong technical knowledge transfers between platforms, and we’ll help you learn the specific tools and systems we use. What matters is that you’re bringing the technical foundation, experience, judgment, and problem-solving ability expected of a Level 2 technician.

If you can combine that technical capability with strong client communication and a desire to continue developing your skills, we’d like to hear from you., * IT support: 1 year (Preferred)

Ability to Commute:

• Roseburg, OR 97470 (Required)

Level 2 isn’t intended to be the end of the technical road at Systech. You’ll work with experienced Systems Engineers and other technical staff and gain exposure to infrastructure projects, migrations, deployments, advanced troubleshooting, and the reasoning behind how environments are designed and implemented.

Systech provides paid training time, access to online technical training resources, and opportunities for company-paid industry certifications., Pay: $24.00 - $30.50 per hour

Benefits:

• Paid time off

systech was founded in 2017 on a straightforward idea: businesses in this region deserved the same caliber of IT support that companies in Portland and Seattle take for granted, without having to import it.

Today our team runs managed IT, cybersecurity, business voice, structured cabling, camera security and software development out of our Roseburg headquarters and our Coos Bay office. Our co-founders lead that work directly, and they are on the escalation path when a call needs them.

We are big enough to cover every layer of our client’s technology and small enough that they know the name of the person who picks up the phone or answers the email.