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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Leve 2 Helpdesk Technician - **Company:** Merit It LLC - **Location:** Mechanicsburg, PA, United States - **Salary:** $60,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Dynamic Host Configuration Protocol, Issue Tracking Systems, Networking Hardware, Virtual Private Networks (VPN), Networking Basics, Windows PowerShell, Cloud Services, Microsoft SharePoint, TCP/IP, Virtual Local Area Networks, Scripting, Firewalls (Computer Science), Microsoft InTune, Information Technology, Server Operating Systems & Platforms - **Published:** October 25, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=ea872cf545240ea3 ## About the Role 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) ## Description 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