L2 IT Support Agent

Responsibilities

• Resolve routine and moderately difficult IT support issues for internal users using standard tools and processes
• Triage, prioritize, and manage a steady queue of incidents and service requests
• Troubleshoot recurring technical issues independently for both PC and MAC hardware and software
• Maintain accurate ticket notes, system updates, and support records to ensure effective handoffs
• Communicate clearly with customers and teammates regarding issue status, risks, and next steps
• Escalate complex issues that require deeper technical intervention or present broader business impact
• Develop knowledge articles for known errors, self-help, and recurring issues to improve team effectiveness
• Meet established service level objectives (SLOs/SLAs) for incident response and resolution

Requirements

• High school diploma or equivalent required
• 2–5 years of experience in IT support, service desk, or a similar technical environment
• Experience troubleshooting PC and MAC hardware, software, and productivity tools
• Experience supporting Microsoft 365 services including Exchange Online, Teams, SharePoint, and OneDrive
• Experience managing user accounts, permissions, and multi-factor authentication (Active Directory, MS Entra ID)
• Basic understanding of endpoint management platforms such as Intune or Jamf
• Strong written and verbal communication skills with the ability to explain technical issues to non-technical users

Preferred Qualifications

• Associate degree, technical coursework, or relevant IT certifications
• CompTIA A+, ITIL 4 Foundation, or M365 certifications
• Experience with automation scripting (Python, PowerShell)
• Familiarity with API integrations and workflow automation platforms like Power Automate
• Experience leveraging AI tools to improve support operations or documentation

Benefits

• Competitive salary and benefits package
• Unlimited PTO
• A purpose-driven career focused on public safety and protecting children

About the Company

BusPatrol is the nation’s most trusted school bus stop-arm technology solution. We use cutting-edge AI, machine learning, and telematics to improve school bus safety, serving over 350 school districts and protecting nearly 2 million students across the country.