Level 2 Service Desk Technician
Location: Cornelius, NC
Employment Type: Full-Time
Logistics: Onsite – Hybrid option (up to 2 days remote per week) after 90 days, based on performance. Monday–Friday, 8:00 AM–5:00 PM, with occasional after-hours support and on-call rotation after 90 days.
Compensation: Competitive salary based on experience and qualifications.
Benefits - Medical, dental, and vision insurance; 401(k); paid time off and holidays; quarterly performance incentives; on-the-job training; and career advancement opportunities.
MSP Experience Required
About the Role
We are seeking an experienced Level 2 Service Desk Technician to provide advanced technical support, resolve escalated issues, and troubleshoot complex IT problems across multiple client environments.
This role focuses on efficient problem resolution, root cause analysis, maintaining service quality, and supporting Level 1 technicians while ensuring timely escalations and accurate documentation.
Role Responsibilities
- Troubleshoot and resolve complex hardware, software, network, and end-user issues remotely.
- Provide advanced support for Windows 10/11, Active Directory, Group Policy, and Microsoft 365.
- Support Exchange Online, Teams, OneDrive, SharePoint, and user permissions.
- Diagnose networking issues involving TCP/IP, DNS, DHCP, and connectivity.
- Handle technical escalations from Level 1 technicians and escalate advanced issues to Level 3 engineers when necessary.
- Identify root causes and implement effective, long-term resolutions.
- Manage support tickets, document troubleshooting steps, and track work in ConnectWise.
- Maintain accurate technical documentation and follow established procedures in IT Glue.
- Meet response and resolution SLAs while managing multiple support requests.
- Mentor Level 1 technicians and contribute to knowledge-sharing initiatives.
- Identify recurring technical issues and recommend improvements.
- Communicate clearly with clients regarding troubleshooting progress and resolutions.
Required Experience & Qualifications
- 2–4 years of hands-on IT support experience.
- Strong experience supporting end users in a production IT environment.
- Advanced troubleshooting experience with Windows 10/11.
- Solid understanding of Active Directory, Group Policy, Microsoft 365, and networking fundamentals.
- Experience troubleshooting DNS, DHCP, TCP/IP, and network connectivity.
- Experience using ticketing systems and managing multiple technical issues simultaneously.
- Ability to troubleshoot independently, identify root causes, and escalate appropriately.
- Strong written and verbal communication, customer service, and organizational skills.
- Ability to follow documented technical procedures and maintain accurate ticket records.
Preferred Qualifications
- Experience with ConnectWise, ScreenConnect, or IT Glue.
- Exposure to Microsoft Azure or cloud administration.
- CompTIA A+, Network+, or similar technical certifications.
- Experience mentoring junior technicians or handling escalated service desk tickets.
Benefits
- Medical, dental, and vision insurance
- 401(k) retirement plan
- Paid Time Off (PTO) and paid holidays
- Quarterly incentives based on individual and team performance
- On-the-job training and technical development
- Career advancement opportunities into Network / Systems Engineering
- Collaborative, team-oriented work environment
- Hybrid work opportunity after 90 days, based on performance