Level 2 Helpdesk Technician

RESPONSIBILITIES:
Kforce's client is looking for a Tier 2 Helpdesk Technician to join their team in Saint Louis, MO. This role is ideal for someone who thrives in a fast-paced environment, enjoys solving complex technical issues, and is passionate about delivering exceptional end-user support. You will serve as a critical escalation point for Tier 1 technicians and help drive resolution for more advanced technical challenges.

As a Level 2 Helpdesk Technician, responsibilities include:
* Reimaging machines, including data backup/restore and BitLocker management
* Performing hardware repairs (memory, SSD, screen, battery replacements)
* Managing and maintaining loaner device inventory
* Coordinating warranty repairs with the company
* Investigating and resolving recurring issues; Document findings for root cause analysis
* Mentoring Tier 1 technicians and serve as an escalation point
* Collaborating with other IT support teams to drive ticket resolution
* Leading internal mini-projects (e.g., testing new hardware, validating documentation)
* Creating and refining internal documentation, job aids, and technical how-tos
* Performing password resets and account unlocks
* Setting up new PCs and deploying workstations
* Transferring data and migrate user profiles
* Troubleshooting and resolving basic hardware/software issues
* Setting up printers, install drivers, and perform basic printer maintenance
* Providing application support for tools like O365, Outlook, Mincron, Smart Distributor, PowerScope, Nitro, MFA, etc.
* Documenting tickets with clear, concise work notes
* Communicating professionally with end users
* Following SOPs, checklists, and leverage job aids/FAQs

REQUIREMENTS:
* A minimum of 2 years of recent experience troubleshooting various technology and user experiences
* Strong troubleshooting skills across hardware, software, and network issues
* Ability to pay close attention to detail while managing a robust flow of issues
* Excellent communication and documentation skills
* Ability to work independently and as part of a team
* Experience with ticketing systems and remote support tools
* Must possess a high level of customer service
* Take a personal interest in, and responsibility for quality of work performed
* Strong knowledge of Windows 10
* Strong knowledge of the MS Office suite
* Understanding of domains, user profiles and how they work
* Understanding of Office 365/Azure admin portal
* Strong analytical skills
* Self-motivated and high level of enthusiasm

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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