IT Helpdesk Technician – Level 2

Help Desk
Direct Hire
Plymouth Meeting, Pennsylvania
Job ID:
Brian Longo
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IT Helpdesk Technician – Level 2

Become a member of a specialized team that provide a single point of contact for end-users to receive support for all technology related issues within the company's computing environment as an IT Helpdesk Technician. 

Job Responsibilities

  • Act as the initial telephone contact for all calls, emails, and voicemails coming into the Solution Center
  • Provide 2nd level deskside support for hardware related issues
  • Respond to assigned tickets/tasks in accordance with SLA guidelines
  • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.
  • Inform Supervisor of any and all technical support documentation that needs updating/amending when needed.
  • Troubleshoot Windows Desktop and Microsoft Office applications
  • Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
  • React to service outages promptly with adherence to standard operating procedures
  • Take ownership of tasks and follow through to ensure complete resolution
  • Perform hands-on fixes at the desktop level, including installing and upgrading hardware/software, implementing file backups, and configuring systems and applications.
  • Test fixes to ensure problem has been adequately resolved.
  • Perform post-resolution follow-ups to help requests.

Position Qualifications

  • 2+ years’ experiences working as an IT support technician in a corporate environment.
  • Associate degree in a technology related field or equivalent training.
  • In-depth understanding of Windows desktop operating system and basic knowledge of Windows networking
  • Knowledge of AD, DHCP, DNS and MS Exchange
  • VLANs, Network balancing & troubleshooting, Access points, Switches, Security appliances, Office 365/MDM management, Windows 7 and 10  
  • Ability to explain or teach technical procedure to non-technical users
  • Ability to play close attention to details while performing technically detailed tasks
  • Ability in learning quickly on the job and keeping up with technology changes.
  • Excellent written and oral communication skills.
  • Excellent and accurate documentation skills.
  • Ability to work effectively in a team with minimal supervision.

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