Help Desk Support L2

Job Description

Key Responsibilities

• Serve as the first point of contact for all IT support requests via phone, email, chat, or ticketing systems
• Diagnose and resolve?basic hardware, software, and network issues
• Log, track, and manage incidents and service requests in the ITSM tool (e.g., FreshService)
• Perform initial troubleshooting for:
• Password resets and access issues
• Email and collaboration tools (Outlook, Teams, etc.)
• Desktop, laptop, and peripheral issues
• Basic network/connectivity problems
• Escalate complex issues to L2/L3 support teams with proper documentation
• Maintain accurate records of all interactions and resolutions
• Follow standard operating procedures (SOPs) and service level agreements (SLAs)
• Assist with?user onboarding/offboarding tasks, including account setup and system access
• Provide guidance and support to users on IT policies and tools
• Contribute to knowledge base documentation and process improvements
• Deliver technical support and troubleshooting for Mac desktop systems, including OS reinstallations, password resets, advanced system settings, and user support issues beyond first-level resolution.
• Handle basic Okta administration tasks such as account unlocks, password resets, MFA problem resolution, and connector troubleshooting.
• Assist in evaluating and implementing new support tools, including potential phone support capabilities.
• Provide support and assistance with Google Workspace administration, basic networking issues, and A/V systems as needed.
  

Required Skills & Qualifications

• Bachelor’s degree Information Technology, Computer Science, or related field (or equivalent experience)
• 0–2 years of experience in IT support, help desk, or technical support role
• Basic understanding of Windows operating systems
• Advanced understanding of MAC operating systems
• Networking fundamentals (DNS, DHCP, VPN)
• Familiarity with ticketing systems (e.g., FreshService, ServiceNow, Jira, Zendesk)
• Strong troubleshooting and problem-solving skills
• Excellent?communication and customer service skills
• Ability to prioritize and manage multiple tasks
• Strong problem-solving skills and ability to independently resolve technical issues.

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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