Level 2 Help Desk Technician, Robert Half

Robert Half

Location:
United States, Hazle Township

Category:
IT - Administration

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

We are seeking a skilled and customer-focused Level 2 Help Desk Technician to provide advanced technical support to end-users and ensure the smooth operation of IT systems. The ideal candidate will have strong troubleshooting abilities, a solid understanding of IT infrastructure, and the ability to resolve complex technical issues escalated from Level 1 support.

Job Responsibility:

Respond to and resolve escalated technical support tickets in a timely and detail oriented manner
Troubleshoot and resolve issues related to hardware, software, networking, printers, and mobile devices
Assist in system installations, upgrades, and configuration of end-user environments
Provide remote and on-site support as needed
Escalate unresolved issues to Level 3 support or other appropriate teams
Document issues, solutions, and processes in the ticketing system (e.g., ServiceNow, Jira, etc.)
Collaborate with Level 1 support to train and guide them on handling recurring or known issues
Participate in deploying and maintaining desktop and laptop systems, including OS imaging and patch management
Maintain user accounts, permissions, and access rights in Active Directory and other systems
Ensure compliance with IT policies, security standards, and procedures

Requirements:

Associate’s or Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent experience)
2–4 years of experience in a help desk or technical support role, preferably in an L2 capacity
Proficiency in Windows and macOS operating systems
Experience with Microsoft 365, Active Directory, and Exchange
Familiarity with networking concepts (TCP/IP, DNS, DHCP, VPN)
Knowledge of ITSM tools (e.g., ServiceNow, Jira, Zendesk)
Experience with remote support tools (e.g., TeamViewer, AnyDesk, RDP)
Basic scripting knowledge (e.g., PowerShell) is a plus
Strong problem-solving and analytical skills
Excellent communication and interpersonal abilities
Ability to work independently and in a team environment
Strong organizational and documentation skills
Customer-first mindset with a commitment to quality service

Nice to have:

CompTIA A+, Network+, or Security+
Microsoft Certified: Modern Desktop Administrator Associate
ITIL Foundation

What we offer:

medical
vision
dental
life and disability insurance
eligibility to enroll in company 401(k) plan

Additional Information:

Job Posted:
August 13, 2025

Employment Type:

Fulltime

Work Type:

On-site work

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Level 2 Help Desk Technician