L2 Helpdesk Tech

MSP Experience required

Employment Type: Full-Time

Logistics: Onsite

Salary: $65,000 - $80,000

Position Overview

We are seeking a customer-focused IT Helpdesk Technician to provide second-level technical support for end users. This role serves as the first point of contact for technical issues, helping diagnose and resolve hardware, software, and system-related problems while delivering an outstanding customer experience. The ideal candidate is technically curious, communicates clearly, and enjoys troubleshooting issues in a fast-paced support environment.

Ideal Candidate

You’re someone who enjoys helping people solve technical problems. You communicate clearly, stay composed in challenging situations, and take pride in delivering excellent customer service while continuously expanding your technical knowledge.

What You’ll Do

• Serve as the first point of contact for technical support via phone, email, and remote support tools
• Troubleshoot hardware, software, operating system, and basic networking issues
• Diagnose problems, identify solutions, and guide users through issue resolution
• Escalate complex issues to higher-level support teams when necessary
• Record, document, and track incidents through the ticketing system
• Follow up with users to ensure timely resolution and customer satisfaction
• Provide guidance on IT products, services, and best practices
• Share customer feedback and recommend process improvements
• Maintain accurate documentation of issues, resolutions, and support activities

Required Qualifications

• Previous experience in a Help Desk, Service Desk, or Technical Support role preferred
• Strong understanding of Windows operating systems, desktop hardware, mobile devices, and common business applications
• Familiarity with remote support tools and ticketing systems
• Ability to troubleshoot and resolve basic technical issues independently
• Excellent verbal and written communication skills
• Strong customer service mindset with the ability to remain calm under pressure
• Highly organized with strong problem-solving and multitasking abilities

Qualifications

• Previous experience in a Help Desk, Service Desk, or Technical Support role preferred
• Strong understanding of Windows operating systems, desktop hardware, mobile devices, and common business applications
• Familiarity with remote support tools and ticketing systems
• Ability to troubleshoot and resolve basic technical issues independently
• Excellent verbal and written communication skills
• Strong customer service mindset with the ability to remain calm under pressure
• Highly organized with strong problem-solving and multitasking abilities