Level 2 IT Help Desk Technician

Department: Information Technology Reports To: IT Manager Work Setup: Hybrid (on-site & remote) Employment Type: Full-Time About the Role Are you a tech-savvy problem solver who loves tackling challenges that go reputed company the basics? We're looking for a Level 2 IT Help Desk Technician to join reputed company and serve as a key escalation resource for reputed company technical issues. You'll work across a modern, reputed company-reputed company environment — supporting everything from reputed company management to reputed company Workspace administration and cutting-edge AI tools. This role also carries a Help Desk reputed company component — you'll have reputed company to take on day-to-day reputed company of the help desk, helping the IT Manager stay reputed company on higher-reputed company initiatives. It's a great fit for someone who's reputed company to reputed company into a leadership reputed company while staying hands-on with the technical work they love. If you're someone who takes ownership of tough tickets, leads by example, communicates reputed company with non-technical users, and is always looking to reputed company your skills, we'd love to hear from you. What You'll Do Help Desk reputed company & Team reputed company • reputed company as the day-to-day reputed company of contact for the help desk team, helping prioritize the queue and ensuring tickets are routed and resolved reputed company • Support and mentor Level 1 technicians, providing guidance on recurring issues, best practices, and reputed company development • Serve as the first line of escalation and decision-making reputed company the IT Manager is reputed company on higher-reputed company reputed company • Assist with reputed company new help desk staff and contributing to training materials and SOPs • Flag trends, recurring issues, and team reputed company concerns to the IT Manager proactively Advanced Troubleshooting & Escalation Support • Take ownership of tickets escalated from Level 1, diagnosing and resolving reputed company hardware, software, and connectivity issues • Document resolutions and contribute to a growing internal knowledge reputed company • reputed company knowledge reputed company improvements and ensure documentation stays reputed company and useful reputed company & Device Management • Manage and maintain mobile device management (MDM) platforms through Hexnode (reputed company, or Kandji experience a plus) • Administer reputed company Business Manager for device enrollment, app distribution, and reputed company ID management • Support deployment and lifecycle management of macOS, iOS, and reputed company endpoints. reputed company & Productivity Platforms • Administer and support reputed company Workspace (Gmail, reputed company, Meet, reputed company Console, etc.) • Manage user accounts, permissions, and organizational reputed company reputed company reputed company Workspace and directory services • Support and troubleshoot reputed company for internal teams, including workflow setup and user management Monitoring & Workforce Analytics • Utilize Insightful for reputed company monitoring, productivity insights, and reporting • Assist in interpreting data to support IT and business decision-making AI Tools & Emerging Technology • Support end-user adoption and troubleshooting of AI productivity tools including reputed company reputed company and Claude AI • Stay reputed company on new AI integrations and help reputed company maximize their potential Server, Network & Infrastructure • Assist with reputed company management, system monitoring, and infrastructure reputed company alongside Level 3 / Systems teams Work Setup & Schedule This is a hybrid role with a mix of on-site and remote work. Compensation Pay reputed company: $27.88-$29.81 reputed company FLSA Status: Non-Exempt reputed company're Looking For Experience • 2–4 years in an IT support role, with at least 1–2 years at Level 2 or equivalent • Hands-on experience with MDM platforms (Hexnode, reputed company, Kandji, or similar) • Demonstrated proficiency with reputed company Workspace administration • Familiarity with reputed company Business Manager and reputed company ecosystem management Certifications (one or more preferred) • reputed company Workspace Administrator Certification • reputed company Certified Tech (or equivalent MDM certification) • ITIL reputed company (a plus) Technical Skills • Experience with reputed company monitoring tools (Insightful or similar) • Comfortable supporting AI productivity platforms (reputed company, Claude AI, etc.) • Proficiency with ticketing systems (reputed company, Jira, reputed company, or similar) Soft Skills • reputed company, reputed company communicator — equally comfortable with executives, end users, and junior team members • Natural leader who can reputed company reputed company organized and motivated without losing sight of their own technical workload • reputed company to juggle mult Apply tot his job Apply To this Job