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# Level 2 Help Desk Engineer

- **Company:** MC GROUP, INC.
- **Location:** Phoenix, AZ, United States
- **Experience:** Experienced
- **Salary:** $65,000.0 - $80,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Amazon Web Services, BASIC (Programming Language), Business Software, Data Recovery, Desktop Computing, Multi-Factor Authentication, Hyper-V, Networking Hardware, Network Troubleshooting, QuickBooks (Software), Virtualization Technology, Wireless Access Point, Network Routers, Software Troubleshooting, Malware, Firewalls (Computer Science), Network Server, User Administration, Vmware
- **Published:** October 8, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=5768dae70ffc69c1

## About the Role

You're the go-to person for solving complex technical problems and thrive on variety, growth, and mentoring others. You follow documented processes, communicate clearly, and deliver consistent, positive outcomes for users and teammates. If you're ready to tackle advanced challenges and help elevate our team, this is the role for you., * High School Diploma (or equivalent)

 * IT coursework/certifications a plus (CompTIA A+, Network+, Microsoft MD-102, AZ-900 encouraged)
 * Three or more years of related experience, ideally with a Managed Service Provider.
 * Valid driver's license and reliable transportation
 * Able to lift up to 50 lbs.

Skill

 * Advanced troubleshooting and critical thinking skills.
 * Familiarity with VDI such as AWS a huge plus.
 * Process-driven; strong attention to detail; documents everything.
 * Team-oriented; comfortable independently executing complex tasks.
 * Ability to research and escalate appropriately.

## Description

As an L2 Helpdesk Engineer, you are the escalation point for advanced technical issues and support requests. You'll resolve complex endpoint, server, and network problems, perform in-depth diagnostics, resolve Security alerts and implement solutions requiring deeper technical expertise. You'll assist with onboarding/offboarding tasks involving custom configurations, mentor L1 engineers, and collaborate with L3 engineers on critical incidents. Your regular work schedule will follow Eastern Time (ET), including adjustments for daylight saving time., * Escalated Support: Handle advanced troubleshooting for endpoint, server, and network issues escalated from L1 engineers

 * Documentation: Create and update documentation within itSynergy standards; maintain detailed records in ITGlue.
 * Remote Support: Provide remote hardware/software troubleshooting for servers, desktops, virtual devices, and network devices.
 * Patch & Security: Perform server and workstation patch remediation; virus/malware cleanup; basic security incident response.
 * Network & Virtualization: Install, support, and troubleshoot switches, wireless access points, routers, firewalls, and basic virtualization platforms (Hyper-V, VMWare).
 * User Administration: Advanced account and access administration (Active Directory, Microsoft 365, MFA, permissions).
 * Backup & Recovery: Implement, manage, and troubleshoot backups.
 * Application Support: Support industry-specific and common business applications (e.g., QuickBooks, Sage 50).
 * Mentorship: Provide advice, training, and guidance to L1 engineers and end users.
 * Vendor Coordination: Work with third-party technology vendors on behalf of itSynergy's clients.