Help Desk 2

:

Job Title: Help Desk Level II

Location: Remote-US

Job Type: Full-time

Reports To: IT Manager

Pay Range: 26-32/hourly

Job Summary:

We are seeking a skilled Help Desk Level Two technician to join our IT support team. This role

is responsible for providing advanced technical assistance, troubleshooting, and support to end

users. The ideal candidate is a communication expert who can efficiently resolve complex

technical issues while maintaining high levels of customer service.

Key Responsibilities:

• Provide second-level technical support for hardware, software, and network issues.
• Manage and resolve tickets using an enterprise ticketing system within defined SLAs.
• Troubleshoot and support Mac OS and Mac laptops, ensuring optimal performance.
• Assist users with iPads and iOS devices, including configurations and troubleshooting.
• Support MDM solutions, ensuring efficient device management and security policies.
• Administer Google Workspace, including user management and permissions.
• Administer RingCentral, including VoIP configurations and troubleshooting.
• Collaborate with internal teams to implement IT solutions and improve support
• processes.
• Be responsible for quick response times (SLA's)
• Help Mentor Level I tech's by sharing knowledge
• Efficient, clean, clear documentation of processes, FAQ's
• Communicate effectively with users, providing clear and professional assistance.
• Work directly with the IT manager and act as a conduit for the business if the IT manager is unavailable.

Requirements:

• 3+ years of experience in a Help Desk or IT support environment.
• 3+ years of experience using a ticketing system for issue resolution.
• Strong communication and interpersonal skills to engage with users and stakeholders.
• Proficiency in Mac OS, Mac laptops, and Apple ecosystems.
• Hands-on experience with iPads and iOS devices in enterprise environments.
• Expertise in MDM solutions for managing mobile devices and enforcing policies.
• High school diploma or equivalent; additional certifications are a plus.
• Experience with Google Admin Console for managing users and services.
• Experience administering RingCentral VoIP system