Level 2 IT Help Desk Technician

Department: Information Technology
Reports To: IT Manager
Work Setup: Hybrid (on-site & remote)
Employment Type: Full-Time

About the Role

Are you a tech-savvy problem solver who loves tackling challenges that go beyond the basics? We're looking for a Level 2 IT Help Desk Technician to join our team and serve as a key escalation resource for complex technical issues. You'll work across a modern, cloud-forward environment — supporting everything from endpoint management to Google Workspace administration and cutting-edge AI tools.

This role also carries a Help Desk Lead component — you'll have the opportunity to take on day-to-day oversight of the help desk, helping the IT Manager stay focused on higher-priority initiatives. It's a great fit for someone who's ready to step into a leadership capacity while staying hands-on with the technical work they love.

If you're someone who takes ownership of tough tickets, leads by example, communicates clearly with non-technical users, and is always looking to level up your skills, we'd love to hear from you.

What You'll Do

Help Desk Lead & Team Oversight

• Act as the day-to-day point of contact for the help desk team, helping prioritize the queue and ensuring tickets are routed and resolved efficiently
• Support and mentor Level 1 technicians, providing guidance on recurring issues, best practices, and professional development
• Serve as the first line of escalation and decision-making when the IT Manager is focused on higher-priority projects
• Assist with onboarding new help desk staff and contributing to training materials and SOPs
• Flag trends, recurring issues, and team capacity concerns to the IT Manager proactively

Advanced Troubleshooting & Escalation Support

• Take ownership of tickets escalated from Level 1, diagnosing and resolving complex hardware, software, and connectivity issues
• Document resolutions and contribute to a growing internal knowledge base
• Drive knowledge base improvements and ensure documentation stays current and useful

Endpoint & Device Management

• Manage and maintain mobile device management (MDM) platforms through Hexnode (JAMF, or Kandji experience a plus)
• Administer Apple Business Manager for device enrollment, app distribution, and Apple ID management
• Support deployment and lifecycle management of macOS, iOS, and Windows endpoints.

Cloud & Productivity Platforms

• Administer and support Google Workspace (Gmail, Drive, Meet, Admin Console, etc.)
• Manage user accounts, permissions, and organizational units within Google Workspace and directory services
• Support and troubleshoot Monday.com for internal teams, including workflow setup and user management

Monitoring & Workforce Analytics

• Utilize Insightful for endpoint monitoring, productivity insights, and reporting
• Assist in interpreting data to support IT and business decision-making

AI Tools & Emerging Technology

• Support end-user adoption and troubleshooting of AI productivity tools including Google Gemini and Claude AI
• Stay current on new AI integrations and help the team maximize their potential

Server, Network & Infrastructure

• Assist with patch management, system monitoring, and infrastructure projects alongside Level 3 / Systems teams

Work Setup & Schedule

This is a hybrid role with a mix of on-site and remote work.

Compensation

Pay Range: $27.88-$29.81 hourly
FLSA Status: Non-Exempt