Level 2 Help Desk

Job Summary:

We are seeking a skilled Level 2 Help Desk Specialist to resolve escalated technical issues, troubleshoot complex system errors, and deliver advanced IT support to ensure seamless operations. The role involves managing user accounts, maintaining system documentation, and collaborating with cross-functional teams to implement technical solutions. This position is critical for minimizing downtime, enhancing user productivity, and maintaining robust IT infrastructure performance.

Requirements

• Investigate and resolve escalated technical issues related to hardware, software, and network systems
  
• Configure and troubleshoot user accounts, permissions, and access controls in Active Directory
  
• Perform root cause analysis for recurring system errors and implement permanent resolutions
  
• Install, configure, and update enterprise software applications and operating systems
  
• Monitor system performance metrics and proactively address potential stability risks
  
• Maintain detailed documentation of technical procedures, resolutions, and system configurations
  
• Collaborate with Level 3 support and infrastructure teams to resolve complex technical challenges
  
• Provide guidance to Level 1 support staff through knowledge-sharing and incident escalation protocols
  
• Conduct periodic system audits to ensure compliance with security policies and best practices
  

Benefits