L2 Help Desk Support Engineer

We are looking for an experienced L2 Help Desk Support Engineer to join our team in King of Prussia, Pennsylvania. In this Contract to permanent role, you will provide direct technical support to end users, addressing hardware, software, and peripheral issues while ensuring a seamless customer experience. The position offers an excellent opportunity to work in the dynamic insurance industry, contributing to problem resolution and system optimization.

Responsibilities:

• Deliver prompt and detail-oriented technical support to on-site and remote employees, ensuring issues are resolved efficiently.
• Manage and prioritize incoming service tickets, adapting to changing priorities as needed.
• Diagnose and resolve technical problems related to hardware, software, and network systems.
• Administer and troubleshoot Active Directory, Office 365, Intune, and other enterprise tools.
• Collaborate with internal and external resources to address complex incidents and provide timely solutions.
• Communicate updates and resolutions to users regarding open service requests.
• Document issues and resolutions thoroughly to contribute to the development of a comprehensive knowledge base.
• Perform network troubleshooting to identify and resolve connectivity issues.
• Advocate for expedited resolution of critical issues, ensuring minimal disruption to operations.
• Work with major hardware platforms such as Dell, Lenovo, and HP to provide effective support.