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# Level 2 Engineer (IT Service Desk Technician)

- **Company:** WORKSMART IT SOLUTIONS LIMITED LIABILITY COMPANY
- **Location:** Durham, NC, United States
- **Experience:** Experienced
- **Salary:** $63,100 - $69,725
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Apple Mac Systems, Business Software, CompTIA Network+, Networking Basics, Network Connections, Remote Service Software, Computer Networking Systems, Information Technology, Patch Management
- **Published:** November 8, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=9a527cba56a3931c

## About the Role

* Associate or bachelor's degree in Information Technology, Computer Science, or related field.
 * 2-4 years of experience in IT support or service desk roles.
 * Strong knowledge of Windows and Mac operating systems, Microsoft 365, Active Directory, and networking fundamentals.
 * Experience with remote support tools and PSA platforms (e.g., ConnectWise).
 * Excellent problem-solving, communication, and customer service skills.
 * Relevant certifications (e.g., CompTIA Network+, Microsoft Certified: Modern Desktop Administrator, ITIL) are a plus.

You'll also need:

 * Excellent communication (written and oral) skills
 * Excellent documentation and record-keeping skills
 * The desire and ability to learn new technology

## Description

We're looking for IT professionals who will thrive working with multiple corporate clients to help them support, manage, and plan their IT infrastructure. Mainly operating in Windows environments, most of our clients are small businesses with little or no IT expertise in-house. We're not just looking for the best technical talent, we're also looking for folks who interact well with users - whether they're administrative staff or the business owner!

The Level 2 Service Desk Technician provides advanced technical support to end-users by resolving escalated issues from Level 1 support and performing deeper troubleshooting across hardware, software, and network systems. This role requires strong analytical skills, a solid technical foundation, and the ability to work independently or collaboratively to resolve complex IT problems., * Respond to and resolve escalated service desk tickets from Level 1 technicians.

 * Troubleshoot and resolve issues related to operating systems, business applications, hardware, and network connectivity.
 * Perform root cause analysis and implement long-term solutions to recurring problems.
 * Support user account management, including Active Directory, Exchange, and other enterprise systems.
 * Assist with system upgrades, patch management, and deployment of new technologies.
 * Document solutions and contribute to the knowledge base for future reference.
 * Collaborate with Level 3 support and infrastructure teams when necessary.
 * Provide mentorship and guidance to Level 1 technicians.
 * Ensure compliance with IT policies, procedures, and security standards.