Helpdesk Technician Level 2

Responsibilities

• Resolve complex technical issues escalated from Tier 1 support
• Manage escalated incidents through to resolution within defined SLAs
• Serve as a subject matter expert for specific applications, systems, or technologies
• Document known issues, resolutions, and troubleshooting procedures in the knowledge base
• Conduct root cause analysis for recurring issues
• Collaborate with system administrators, network engineers, and other IT teams
• Participate in change management processes and impact assessments
• Assist in training and mentoring new Tier 2 support staff

Requirements

• Bachelor's degree in Computer Science, IT, or equivalent experience
• Proven experience in Tier 2 or higher technical support
• In-depth knowledge of operating systems, network protocols, and hardware
• Familiarity with ITIL best practices and incident management
• Proficiency with ticketing systems, remote support tools, and monitoring tools
• Experience with hypervisor-based virtualization (Hyper-V, VMware, VDI)
• Proficiency in Microsoft environments (Intune, Entra, Endpoint Manager), AWS, and Google Cloud
• Valid driver's license and ability to travel to client sites

Preferred Qualifications

• CompTIA N+ certification
• Microsoft Certified Administrator Associate
• Microsoft Azure (MCA or MCE) certifications
• Google IT Support Professional certification

Benefits

• Medical, dental, and vision insurance
• 401K plan with employer match and immediate vesting
• Employer paid long-term disability and life insurance
• 22 days off per year (15 days PTO + 7 paid holidays)
• 6 weeks paid parental leave
• Company issued laptop
• Company paid training and professional development opportunities

About the Company

i-Tech Support provides advanced technical expertise and managed IT services, focusing on high-quality support and efficient incident resolution for diverse client environments.