L2 IT Service Desk Engineer (Windows OS, Microsoft 365, Active Directory, ITIL)

Job Title: L2 IT Service Desk Engineer (Windows OS, Microsoft 365, Active Directory, ITIL)
Location: Frisco, TX (Onsite)
Duration/Term: Long-Term Contract

Job Summary:

We are seeking a skilled and proactive L2 Service Desk Engineer with 3+ years of experience in IT Service Desk or Helpdesk support. The ideal candidate will provide second-level technical assistance, ensuring efficient resolution of escalated hardware, software, and network-related issues. This role requires strong troubleshooting abilities, excellent communication skills, and a customer-first mindset to support enterprise systems effectively.

Key Responsibilities:

• Handle escalated incidents and service requests from L1 engineers, ensuring adherence to defined SLAs.
• Diagnose and resolve hardware, software, and network-related issues for desktops, laptops, mobile devices, and peripherals.
• Provide support for Windows OS, Microsoft 365, VPN, printers, network connectivity, and enterprise applications.
• Perform user account management in Active Directory, Exchange, and other identity platforms.
• Coordinate with third-party vendors or internal teams for advanced troubleshooting and resolution.
• Create and maintain technical documentation and standard operating procedures (SOPs) for common issues and workflows.
• Train and mentor L1 support staff as needed.
• Ensure proper incident logging, tracking, and documentation using ITSM tools like ServiceNow, Remedy, or Jira.
• Monitor tickets to ensure timely updates, escalations, and closures.

Required Skills & Qualifications:

• 3+ years of experience in IT Service Desk or Helpdesk support.
• Hands-on expertise with Windows 10/11, Microsoft Office 365, Active Directory, and remote support tools.
• Strong understanding of ITIL practices and experience with ticketing systems.
• Experience in network troubleshooting including DNS, DHCP, and TCP/IP basics.
• Knowledge of endpoint protection, patching, and imaging tools (preferred).
• Excellent verbal and written communication skills with a focus on customer service and problem-solving.

Preferred Qualifications:

• ITIL v4 Foundation Certification (preferred).
• Microsoft certifications (MCP, MCSA) or CompTIA A+/Network+.
• Experience in supporting hybrid environments (On-prem + Cloud).

Key Skills: IT Service Desk, L2 Support, Windows OS, Microsoft 365, Active Directory, ITIL, ServiceNow, Remedy, Jira, network troubleshooting, endpoint protection, customer service, problem-solving

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