QUALIFICATIONS

• Degree, diploma, or certificate in Computer Science or a related field, or equivalent work experience.
• Minimum of 2-4 years of experience in a technical support or help desk role.
• Strong knowledge of Windows operating systems, Microsoft 365, and common software applications.
• Experience with hardware diagnostics and repairs, including desktop and laptop systems.
• Familiarity with network concepts and troubleshooting network issues.
• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving abilities.
• Detail-oriented and capable of working effectively under pressure.
• Ability to work both independently and collaboratively within a team.
• Willingness to stay current with technology trends and developments.
• Experience with a Helpdesk ticketing system is preferred.

ROLE

Reporting to the IT Manager, the Help Desk Technician Level 2 is responsible for providing advanced technical support to internal users. This role involves troubleshooting complex hardware and software issues, assisting with system installation and upgrades, and ensuring efficient communication between users and the IT department. The Help Desk Technician Level 2 will also document solutions and contribute to the development of best practices for ongoing support.

RESPONSIBILITIES

• Provide technical support for hardware, software, and networking issues that cannot be resolved by Level 1 support.
• Diagnose and troubleshoot IT issues, escalating to higher-level support when necessary.
• Assist users with complex IT problems via phone, email, or in-person.
• Document technical issues and solutions in the Helpdesk ticketing system.
• Maintain a high level of customer satisfaction by providing responsive and thorough support.
• Perform software installations, hardware upgrades, and system configurations as required.
• Monitor, track, and resolve reported issues in a timely manner.
• Contribute to the creation and maintenance of technical documentation and knowledge base articles.
• Assist with training and mentoring Level 1 Help Desk Technicians.