Service Desk level 2

RESPONSIBILITIES:
Kforce has a client that is seeking a Service Desk level 2 in Medley, FL (Florida).

Summary:
The Service Desk Technician II provides Level II technical support to end users across multiple locations. This role troubleshoots and resolves hardware, software, connectivity, access, endpoint security, and mobile-device issues while ensuring incidents and service requests are properly documented, prioritized, resolved, and escalated.

Key Responsibilities:
* Provide Level II support for PCs, printers, peripherals, mobile devices, and related technology
* Troubleshoot Windows, Microsoft 365, Active Directory/Entra ID, MFA, VPN, remote access, network connectivity, and wireless devices
* Document, prioritize, track, and resolve incidents and service requests while meeting established SLAs and escalation procedures
* Install, configure, deploy, replace, and remove hardware and software
* Support endpoint management, including device enrollment, software deployment, patching, and policy enforcement
* Assist with user accounts, password resets, group membership, permissions, and access issues
* Follow cybersecurity procedures and escalate suspected security incidents or unauthorized access concerns
* Maintain hardware, software, licensing, and IT asset inventories
* Train users on new technology, MFA, remote access, and supported applications
* Participate in technology deployments, upgrades, special projects, and rotating after-hours support

REQUIREMENTS:
* Experience providing Level II desktop/service desk technical support
* Experience with Active Directory/Entra ID, MFA, VPN, and remote-support tools
* Experience working with IT service management/ticketing systems, SLAs, and escalation procedures
* Strong knowledge of Windows 11/current Windows environments and Microsoft 365
* Working knowledge of cybersecurity practices, endpoint protection, phishing awareness, and access controls
* Familiarity with endpoint management, software deployment, patching, and device policies
* Strong troubleshooting, analytical, communication, and customer-service skills
* Advanced English and intermediate-to-advanced Spanish communication skills
* Ability to work flexible hours, including nights, weekends, holidays, overtime, and emergency support when required
* Ability to occasionally lift/move equipment weighing up to 50 lbs. and work in both office and operational/outdoor environments

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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