What are the responsibilities and job description for the Level 2 Help Desk Technician position at The Office Technology Group?
We are seeking an experienced Level 2 Help Desk Technician to join our IT support team. This role is ideal for a technical professional who can provide advanced support to end users, manage escalated issues, and assist with maintaining core infrastructure systems. The ideal candidate has hands-on experience with servers, network switches, and firewalls, and is comfortable working in a fast-paced environment. Responsibilities:Provide Level 2 technical support for end users, including troubleshooting hardware, software, and connectivity issues.Manage escalations from Level 1 support and resolve issues requiring higher technical expertise.Evaluate, prioritize, and respond to service requests.Create and maintain detailed documentation regarding service tickets and client environments.Install, support, and troubleshoot workstations, servers, and other devices.Configure, troubleshoot, and support network switches, VLANs, routing, and related network infrastructure.Assist with configuring, monitoring, and maintaining firewalls.Support core enterprise applications, including email, cloud services, and authentication systems.Utilize remote monitoring and management (RMM) tools to resolve technical issues and provide proactive maintenance.Administer and maintain end user accounts and permissions.Provide onsite and remote technical support.Participate in the after-hours on-call rotation. Qualifications:2–4 years of experience in IT support or help desk roles, with demonstrated Level 2 responsibilities.Strong troubleshooting skills with Windows and/or macOS environments.Hands-on experience with server administration (Windows Server, Active Directory, Group Policy, virtualization tools, etc.).Working knowledge of network switches (configuration, monitoring, VLANs, trunking).Practical experience with firewalls, including rules, NAT, VPN configuration, and security policies.Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, routing).Experience with ticketing systems and remote support tools.Excellent communication, problem-solving, and customer service skills.Valid Wisconsin driver's license and an insurable record. Preferred Qualifications:Relevant certifications such as CompTIA Network , CompTIA Security , and/or Microsoft certifications.Experience with hypervisors (VMware, Hyper-V), Microsoft 365/Azure, and FortiGate firewalls. Work Environment:Full-time position; may require occasional after-hours work for maintenance or urgent issues.Collaborative team environment with opportunities for growth into senior technical roles. Benefits:Medical InsuranceVacation ProgramHoliday ProgramSimple IRA with Company MatchDirect DepositCompany EventsProfit Sharing
Salary : $55,000 - $80,000