Level 2 Service Desk Technician
: Job Details :

Job Description: Level 2 Service Desk Technician Job Summary: We are seeking a proactive and customer-focused Level 2 Service Desk Technician to join our IT team. As the first point of contact for practices experiencing technical issues, you will play a key role in ensuring smooth operations by addressing Level 1 and Level 2 tickets efficiently. This position requires strong communication skills, technical expertise, and a commitment to excellent service. The role is currently remote but will transition to an in-office setting within 3-6 months. Key Responsibilities: Issue Confirmation and Resolution: Serve as the primary point of contact for practices, confirming and documenting the details of reported technical issues. Troubleshoot and resolve Level 1 and Level 2 technical issues related to hardware, software, networks, and other IT systems. Ticket Management: Monitor, prioritize, and manage service desk tickets in the system, ensuring timely resolution and adherence to service-level agreements (SLAs). Escalate unresolved or complex issues to higher-level support teams as necessary. Customer Communication: Communicate effectively with practice staff, providing regular updates on ticket status and next steps. Deliver user-friendly instructions to resolve recurring issues or assist with IT processes. Documentation and Reporting: Accurately document troubleshooting steps, resolutions, and knowledge base articles to improve team efficiency. Identify and report trends or recurring issues to help drive long-term solutions. Collaboration: Work closely with other IT team members to ensure alignment on processes and goals. Provide feedback to improve service desk workflows and processes. Qualifications: Experience: 2 years of experience in a service desk or IT support role, handling Level 1 and Level 2 tickets. Previous experience working in a customer-facing or healthcare IT environment is a plus. Technical Skills: Proficiency in troubleshooting hardware, software, network, and connectivity issues. Familiarity with IT service management tools (e.g., HaloPSA, ConnectWise) and ticketing systems. Knowledge of Active Directory, Office 365, Entra ID, and remote desktop tools. Working directly with RMM tools such as NinjaOne, N-Able, Labtech Soft Skills: Excellent verbal and written communication skills, with a customer-first mindset. Strong organizational and multitasking abilities. Analytical problem-solving skills and attention to detail. Education & Certification: Associate degree in IT, Computer Science, or a related field (or equivalent work experience). Certifications such as CompTIA A, ITIL Foundation, or similar are a plus. Work Environment: Remote and In-Office Transition: This role will be remote initially, with plans to transition to an in-office setting within 3-6 months. Our office is located in Cool Springs. Candidates should be willing and able to work on-site at the specified location full time.