Job Description
Description
The Help Desk Level 2 professional serves as a technical escalation point for resolving moderate to complex IT support issues that cannot be solved by Level 1 support. This role provides hands-on troubleshooting, system administration support, and contributes to the efficiency of the IT support operation. The Level 2 analyst also helps develop and document procedures, mentors Level 1 staff, and ensures high standards of customer service and problem resolution.
Key Responsibilities:
+ Respond promptly to escalated service requests and incidents via phone, email, ticketing system, or in person.
+ Diagnose, research, and resolve complex software, hardware, and networking issues, ensuring minimal downtime for end-users.
+ Administer user accounts, permissions, and security groups in Active Directory or other corporate systems.
+ Support and maintain desktops, laptops, mobile devices, and peripheral equipment including installatio...
The Help Desk Level 2 professional serves as a technical escalation point for resolving moderate to complex IT support issues that cannot be solved by Level 1 support. This role provides hands-on troubleshooting, system administration support, and contributes to the efficiency of the IT support operation. The Level 2 analyst also helps develop and document procedures, mentors Level 1 staff, and ensures high standards of customer service and problem resolution.
Key Responsibilities:
+ Respond promptly to escalated service requests and incidents via phone, email, ticketing system, or in person.
+ Diagnose, research, and resolve complex software, hardware, and networking issues, ensuring minimal downtime for end-users.
+ Administer user accounts, permissions, and security groups in Active Directory or other corporate systems.
+ Support and maintain desktops, laptops, mobile devices, and peripheral equipment including installatio...
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