Help Desk Technician L2

Description

Overview:

Robert Half is seeking a skilled and customer-focused Level 2 Help Desk Technician to join the team at a fast-paced Managed Services Provider (MSP). As a Level 2 technician, you will provide advanced technical support to clients, addressing escalated IT issues that cannot be resolved at Tier 1. This role requires exceptional troubleshooting skills, a customer-centric approach, and the ability to collaborate with cross-functional teams to ensure timely resolution and excellent service delivery.

Key Responsibilities:

Provide Advanced Technical Support:

• Diagnose, troubleshoot, and resolve escalated hardware, software, and networking issues for clients, both remotely and on-site, if necessary.
• Support Windows (10, 11, Server).
• Administer and troubleshoot Microsoft 365 services (e.g., Exchange, Teams, SharePoint, OneDrive).

Active Directory and User Management:

• Perform Active Directory tasks, including user and group account management, password resets, and assigning group policies.

Network Troubleshooting:

• Diagnose issues related to LAN/WAN, TCP/IP, DNS, DHCP, and VPN configurations.
• Conduct basic configuration and troubleshooting for routers, switches, and firewalls.

Hardware and Peripherals Support:

• Resolve issues related to desktops, laptops, servers, mobile devices, printers, and other peripherals.

Ticket Management:

• Effectively handle and document all service tickets.
• Collaborate with Level 1 technicians to provide guidance and knowledge sharing.

Requirements

Qualifications:

Education:

• Required: Associate's degree in Information Technology, Computer Science, or a related field.
• CompTIA A+, Net+, Sec+, or other certifications preferred

Experience:

• Minimum of 2-3 years of experience in an IT support/help desk role, preferably with an MSP or similar environment.
• Hands-on troubleshooting experience across diverse IT environments, including working with remote support tools.

Skills:

• Strong understanding of operating systems.
• Working knowledge of ticketing systems.
• Advanced knowledge of Microsoft 365, networking basics, and security principles.
• Familiarity with virtualization technologies (e.g., VMware, Hyper-V).
• Excellent verbal and written communication skills for client interaction.

Technology Doesn't Change the World, People Do.

Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.

Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app and get 1-tap apply, notifications of AI-matched jobs, and much more.

All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use.