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Abacus I.T.
Help Desk Level 2
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Job Description
Help Desk Level 2 Job Summary Join our dynamic IT support team as a Help Desk Level 2 specialist, where you'll play a vital role in delivering advanced technical assistance to our users. Your expertise will ensure seamless operation of hardware, software, and network systems, providing prompt and effective solutions to complex issues. This position offers an exciting opportunity to enhance user satisfaction through expert troubleshooting, proactive support, and clear communication. If you thrive in a fast-paced environment and are passionate about resolving technical challenges, this role is perfect for you! Responsibilities Provide advanced technical support for desktop hardware, software applications, operating systems (Windows, macOS, Linux), and network infrastructure. Troubleshoot and resolve issues related to computer networking, including TCP/IP, LAN, DNS, VPNs, firewalls, and Active Directory management. Assist users with equipment troubleshooting such as printers, mobile devices, and peripherals. Manage customer support tickets efficiently using help desk systems; document issues accurately and follow up until resolution. Support IT infrastructure components like Microsoft Windows Server environments and analyze system logs for potential problems. Collaborate with IT teams to escalate complex issues involving network troubleshooting or hardware failures. Maintain a high level of customer service by communicating clearly and professionally with end-users at all levels. Qualifications Proven experience in IT support or help desk roles with a focus on Level 2 troubleshooting. Strong knowledge of operating systems including Windows (including Microsoft Windows Server), macOS, and Linux. Hands-on experience with computer networking concepts such as TCP/IP, LAN/WAN, DNS, VPNs, firewalls, and network analysis tools. Proficiency in troubleshooting hardware components like computer hardware and peripherals. Familiarity with help desk systems and customer support ticket management processes. Excellent communication skills to explain technical issues clearly to non-technical users. Ability to analyze problems quickly and develop effective solutions independently or collaboratively. Relevant certifications such as CompTIA A+, Network+, Microsoft Certified IT Professional (MCITP), or Cisco CCNA are desirable. Join us to be part of a dedicated team committed to delivering exceptional IT support that keeps our organization running smoothly!