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 reputed company 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, le 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 (reputed company, or Kandji experience a plus) • Administer reputed company Business Manager for device enrollment, app distribution, and reputed company ID management • Support deployment and lifecycle management of macOS, iOS, and Windows endpoints. Cloud & Productivity Platforms • Administer and support reputed company Workspace (Gmail, Drive, Meet, Admin Console, etc.) • Manage user accounts, permissions, and organizational units within reputed company Workspace and directory services • Support and troubleshoot reputed company 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 reputed company reputed company 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 What We're Looking For Experience • 2–4 years in an IT support role, with at least 1–2 years at Level 2 or equivalent • Hands-on experience with MDM platforms (Hexnode, reputed company, Kandji, or similar) • Demonstrated proficiency with reputed company Workspace administration • Familiarity with reputed company Business Manager and reputed company ecosystem management Certifications (one or more preferred) • reputed company Workspace Administrator Certification • reputed company Certified Tech (or equivalent MDM certification) • ITIL Foundation (a plus) Technical Skills • Experience with endpoint monitoring tools (Insightful or similar) • Comfortable supporting AI productivity platforms (reputed company, Claude AI, etc.) • Proficiency with ticketing systems (reputed company, Jira, reputed company, or similar) Soft Skills • Clear, professional communicator — equally comfortable with executives, end users, and junior team members • Natural leader who can keep the team organized and motivated without losing sight of their own technical workload • Able to juggle multiple open tickets and team responsibilities without dropping the ball • Curious, self-directed learner who keeps up with a fast-moving tech landscape Bonus Points If You Have • Experience with PowerShell, Bash, or other scripting for automation • Background in ITSM frameworks or change management • Compensation: The compensation for this role ranges from $27.88 - $29.81 per hour (equivalent to an annual salary of $58,000 -