L1/L2 IT Service Desk Technician

Level 1 & 2 IT Support Technician We are seeking a Level 1 & 2 IT Support Technician to maintain the health of our hardware, software, and network infrastructure. You will serve as the first and second line of defense for technical issues — resolving what you can at first contact, digging deeper on escalated problems, and minimizing downtime through rapid incident response.

Key Responsibilities

1. Tiered Troubleshooting & Technical Support This is the "bread and butter" of the role. Level 1 (First Contact): Serving as the first point of contact for all incoming issues via ticket, phone, chat, or walk-up.

Resolving common issues at first touch: password resets, account lockouts, printer problems, basic software errors, and connectivity drops. Accurately logging, categorizing, and prioritizing tickets in the ticketing system (Jira, HaloPSA, or similar).

Level 2 (Escalated Support): Diagnosing and resolving escalated issues: software glitches, hardware malfunctions, and "ghost in the machine" bugs that L1 couldn't close. Performing root cause analysis on recurring incidents.

Escalating to senior engineers (L3) with clear documentation of troubleshooting steps already taken. 2. Hardware & Software Lifecycle Provisioning: Setting up new laptops, workstations, and mobile devices for employees, including imaging and MDM enrollment.

Installation: Deploying OS updates (Windows, macOS, Linux) and enterprise software suites. Maintenance: Performing hardware repairs or coordinating with vendors for warranty replacements. 3.

Network & Infrastructure Support Responsible for the "last mile" of connectivity: Ensuring devices can connect to local Wi-Fi, Ethernet, and VPN. Basic troubleshooting of routers, switches, and access points; escalating complex network issues to senior engineers.

Managing peripherals such as network printers, VOIP phones, and video conferencing equipment. 4. User Access & Security Identity Management: Creating, modifying, and offboarding user accounts via Ac