IT Helpdesk Level 2

As an IT Helpdesk Level 2 team member, you’ll provide advanced technical support across systems, software, and equipment, helping employees resolve complex issues and ensuring smooth IT operations company-wide. This role requires a proactive approach to identifying issues and creating solutions, whether through direct communication or our ticketing system. This is an ideal position for a detail-oriented problem-solver who enjoys making a difference in the efficiency and success of every employee. Your work will directly support the productivity of our employees and help safeguard the company’s IT infrastructure.

Key Responsibilities

Your responsibilities include, but are not limited to:

• Technical Support: Assist internal employees with advanced technical issues across all software and hardware platforms, exceeding the scope of Level 1 support.
• Escalation and Collaboration: Identify, escalate and collaborate on complex issues with senior IT members as needed, ensuring timely solutions for high-impact challenges.
• Process Improvement: Continuously analyze existing systems and processes, identifying opportunities to enhance functionality and streamline operations.
• Employee Onboarding/Offboarding: Manage the technical onboarding and offboarding for employees, ensuring a seamless setup and transition process.
• Documentation & Communication: Keep accurate records of support activities and contribute to ongoing documentation for user training and support materials.

Supervisory Responsibilities

This role does not have direct reports but provides valuable leadership within the IT helpdesk team by supporting Level 1 personnel and helping elevate the team's expertise.

This position will be a remote position, but needs to live in Eastern Time Zone.  Office space is available in Greensboro, NC, if you are close enough to use.  Salary will range between $50,000 - $60,000/year and will be determined based upon experience.  Benefits are available with this position. 

Required:

• Education: Associate's degree in a technology-related field or equivalent hands-on experience.
• Experience: 3-5 years in IT support or related roles.
• Skills: Excellent analytical and problem-solving abilities, strong knowledge of computer systems, and a talent for effective listening.
• Communication: Friendly, patient demeanor with strong verbal and written communication skills.
• Technical Proficiency: Experience managing users in the Microsoft 365 environment, managing endpoints in Microsoft Intune. Knowledge of Networking Principals, Server Management, and Security Protocols

Preferred:

• Certifications: Industry certifications (CompTIA, Cisco, Microsoft) are a plus.
• Tools & Systems: Hands-on experience with one or more of the following platforms
  • Zendesk
  • Cisco Meraki
  • SonicWALL Firewalls
  • Networking Equipment (Switches, routers, wi-fi, etc.)
  • VMWare
  • Veeam Backup Solutions
  • AWS Services (Virtual Servers, Workspaces, S3 Storage, etc.)

Physical Demands

This role may require some physical activity, such as moving and setting up IT equipment. Reasonable accommodations will be made to support employees with disabilities in fulfilling essential job functions.