Service Desk Technician - Level II (Onsite)

The L2 Help Desk Agent serves as a second-tier technical support specialist responsible for receiving and resolving escalated tickets from the L1 Help Desk team. This role handles complex hardware, software, network, and system issues that exceed L1 resolution capabilities. The L2 agent performs in-depth troubleshooting, collaborates with L3 and other IT teams as needed, and helps mentor L1 staff by providing guidance on recurring or challenging issues.

Essential Functions

• Receive, review, and take ownership of escalated tickets from the L1 Help Desk team, ensuring accurate documentation of all prior troubleshooting steps.
• Update, manage, and resolve escalated incidents and service requests in the ServiceNow ticketing system, maintaining accurate records of all diagnostic and resolution activities.
• Monitor the incoming ticket queue and route or reassign incoming tickets to the appropriate Help Desk Agent or IT team based on issue type and priority.
• Investigate and resolve escalated technical issues, including access and login problems, device settings, application access, connectivity issues, and general Microsoft 365 and cloud service support.
• Follow Standard Operating Procedures (SOPs) and knowledge base articles; author new documentation for complex solutions to support L1 agent effectiveness.
• Escalate unresolved or highly complex tickets to L3 or specialized IT teams with thorough documentation and coordinate cross-team resolution efforts as needed.
• Communicate clearly and professionally with end users throughout the full lifecycle of each ticket.
• Maintain ownership of tickets until resolution or proper handoff is confirmed.
• Lead knowledge base development by documenting advanced solutions, root cause analyses, and workarounds; share findings with L1 agents to reduce repeat escalations.
• Meet or exceed defined SLA targets for escalation response time, resolution rate, and customer satisfaction scores; identify trends in escalation volume and recommend L1 training improvements.
• Provide oversight to external vendors to ensure timely and accurate completion of technical updates and changes.

Minimum Job Qualifications:

• High school diploma or equivalent required; Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field preferred.
• Two to four years of experience in a help desk or technical support role, with at least one year in an L1 or equivalent capacity.
• Proficient in Windows 11 operating systems.
• Working knowledge of macOS preferred.
• Solid experience with Active Directory and Azure AD administration.
• Solid understanding of networking concepts including TCP/IP, DNS, DHCP, VPN, and LAN/WAN troubleshooting; experience with switches, routers, and firewall basics a plus.
• Experience using an ITSM ticketing system such as ServiceNow, Remedy, Jira Service Management, or similar platform.
• Strong verbal and written communication skills with the demonstrated ability to explain technical concepts clearly to non-technical users.
• Customer-focused mindset with a professional, patient, and empathetic demeanor.
• Experience with troubleshooting VoIP phone systems.

Other Skills and Abilities:

• CompTIA Network+, Security+, or CompTIA A+ certification.
• ITIL v4 Foundation certification or demonstrated working knowledge of ITIL service management concepts.
• Experience supporting Microsoft 365 environments including Exchange Online, Teams, and SharePoint.
• Experience with endpoint management and remote support tools such as SCCM, Microsoft Intune, LogMeIn, or similar platforms.
• Multilingual communication skills a plus.