Leve 2 Helpdesk Technician

Customer service

• Act as the primary escalation point for tickets escalated from our L1 Technicians
• Provide both Remote and Onsite support to our clients, traveling to client sites as scheduled
• Take ownership of escalated issues and drive them through to resolution
• Provide the Client with intermediate-to-advanced troubleshooting across workstations, servers, networks, and cloud services
• Delight our Clients with a Friendly, Quick and Helpful Experience
• Handle user onboarding/offboarding, Microsoft 365 account management, licensing, and permissions
• Set up, deploy, and replace workstations, printers, and peripheral hardware

Use of our ticketing system

• Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
• Managing and recording all work though our Ticketing System
• Triage, prioritize, and categorize escalated tickets based on urgency and SLA
• Ensure that Client Documentation is well maintained, and create knowledge base articles so recurring issues can be resolved at Level 1
• Ensure that tickets aren’t “stale” throughout the process

Use of our monitoring and management tools

• Review RMM dashboard and apply remediation actions as needed
• Investigate and resolve RMM alerts related to patching, backups, disk space, performance, and security
• Review regularly scheduled/automated actions
• Focus on automation/scripting to deliver consistent and quick support to our clients

Project Work

• Collaborate with team members to plan, coordinate, and execute client IT projects. The Level 2 Technician will take on hands-on project tasks such as workstation rollouts, Microsoft 365 migrations, network equipment replacements, and onsite installations, working under the direction of senior technical staff

Communication & reporting

• Escalate tickets to Senior Helpdesk Engineers only after thorough troubleshooting, with clear notes on steps taken and findings
• Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
• Submit Timesheets & Expense reports as defined by leadership
• Identify, Communicate and Mitigate potential risks to technical team, leadership, and clients

Teamwork

• Serve as a go-to resource for L1 Technicians, helping them work through issues and build their troubleshooting skills
• Follow the schedule provided by leadership
• Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks, and help create and improve SOPs
• Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
• Identify opportunities for improvement and make constructive suggestions for change
• Contribute to the process of innovative change effectively
• Undertake other duties as required by the leadership and or senior technical staff

The ideal candidate brings 3-5 years of hands-on experience supporting small-to-mid-sized businesses (SMBs) and non-profit organizations, ideally within an MSP. You are comfortable juggling multiple clients and environments, moving between remote and onsite support, and working in a fast-paced, ticket-driven service model from day one. This is a hybrid position based out of our Mechanicsburg office, with regular travel to client sites in the area., * 3-5 years of experience providing IT support to SMB and/or non-profit organizations

• MSP experience supporting multiple client environments
• Proven experience providing both remote and onsite technical support
• A love of (and ability to) Solve Problems & Challenges
• Great Communications skills, founded in being a good listener
• Solid working knowledge of Windows desktop and server operating systems, DNS and DHCP
• Strong experience administering the Microsoft 365 Platform (Exchange Online, Entra ID, Intune, SharePoint/OneDrive, Teams)
• Working knowledge of networking fundamentals including TCP/IP, VLANs, VPNs, firewalls, switches and wireless
• Strong diagnosis skills of technical issues related to end-user hardware & software, printing systems and network devices
• Experience using a Ticketing system / PSA and RMM tools in an SLA-driven environment
• Must be able to type quickly and accurately while talking on the phone
• A deep desire to deliver an amazing Client Experience
• The ability to speak both Geek and human
• Valid Driver’s license and reliable transportation for travel to client sites
• The ability to keep up with & adapt to the fast-paced IT world

Nice to Have

• Experience with endpoint security / EDR and email security tools
• Experience with non-profit technology programs such as Microsoft for Nonprofits
• Scripting / automation experience, such as PowerShell
• Professional IT Certifications such as Network+, Security+, Microsoft 365 certifications, etc., * Managed Service Provider to Small-Medium Business: 1 year (Required)

Ability to Commute:

• Mechanicsburg, PA 17050 (Required)

• Unlimited Vacation Policy
• Employee Bonus Program
• Health / Dental and Vision Coverage
• An easy-going environment and culture (we all enjoy what we do)

Note: This job description is intended to convey information essential to understanding the scope of the position and general nature and level of work performed. It is not exhaustive and may be subject to change or modification at any time.

Pay: From $60,000.00 per year, * 401(k)

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

We are seeking an experienced, client-focused Level 2 Helpdesk Technician to join our team at Merit IT, a growing Managed Service Provider (MSP) in Central PA. This role sits between our Level 1 Helpdesk Technicians and Senior Helpdesk Engineers and serves as the primary escalation point for Level 1 tickets. You will take ownership of issues that move beyond first-line troubleshooting and resolve them to completion, so that only truly complex or project-level work is escalated to senior staff.