Help Desk Support Specialist

Help Desk Level 2 Engineer

Employment Type: Full-Time, Permanent

Location: On-site / Hybrid (as applicable) - Sacramento, California

Position Summary

The Help Desk Level 2 Engineer serves as a primary escalation point for a managed services service desk environment. This role plays a critical part in ensuring high-quality service delivery, operational efficiency, and client satisfaction. The Level 2 Engineer works closely with service desk staff and technical teams to manage escalated support requests, improve service processes, and support a wide range of infrastructure and end-user technologies.

Key Responsibilities

• Act as an escalation resource for complex technical issues originating from the Service Desk
• Ensure service requests and incidents are resolved efficiently and in alignment with service expectations
• Participate in daily team meetings to review, assess, and prioritize tickets and tasks
• Collaborate with service desk leadership on ticket assignments and escalated issues
• Maintain accurate documentation of systems, solutions, and processes
• Communicate clearly with clients regarding issue status, resolution progress, and planned changes
• Design, implement, and support IT solutions aligned with client business needs
• Provide advanced support for Windows environments, network infrastructure, firewalls, and related technologies
• Support and implement disaster recovery and business continuity solutions
• Deliver network-level technical support, including LAN/WAN, routing, firewalls, and security
• Implement and support remote access solutions such as VPNs, terminal services, and virtual desktops
• Contribute to continuous service improvement initiatives
• Perform additional duties as needed to support operational continuity

Required Knowledge, Skills, and Abilities

• Ability to manage multiple tasks effectively in a fast-paced environment
• Strong troubleshooting and problem-solving skills
• Advanced knowledge of Microsoft operating systems, productivity applications, and networking fundamentals
• Experience supporting antivirus, security, and endpoint protection solutions
• Ability to prioritize service requests, escalations, and project work
• Strong organizational and time management skills
• Excellent written and verbal communication skills
• Ability to work independently with minimal supervision
• Demonstrated ability to collaborate effectively within a team environment
• Commitment to ongoing professional development and staying current with emerging technologies
• Ability to document technical processes and procedures clearly and accurately
• Business awareness and understanding of how IT solutions support organizational goals

Experience and Education

• Minimum of 5 years of progressively responsible technical support experience
• Experience supporting complex, multi-site client environments
• Advanced Microsoft certifications preferred
• Networking and firewall certifications or equivalent hands-on experience (e.g., CCNA or similar)
• Virtualization experience and/or certifications preferred
• Hands-on experience with relevant tools, systems, and support platforms

Working Conditions

• Professional office environment
• On-call or after-hours support rotation may be required

Career Growth Opportunities

This role offers advancement opportunities based on performance and experience, which may include:

• Systems Engineer
• Senior Systems Engineer
• Service Management Leadership
• IT Leadership or Technical Consulting Roles