Level 2 Engineer (IT Service Desk Technician)

Level 2 Service Desk Technician role provides advanced support for escalated issues across end-user, system, and network environments in a mostly Windows-focused IT environment.

Responsibilities

• Receive and resolve escalated service desk tickets from Level 1 technicians
• Troubleshoot and resolve issues across operating systems, business applications, hardware, and network connectivity
• Conduct root cause analysis and drive long-term fixes for recurring problems
• Support user account management, including Active Directory and Exchange, along with other enterprise systems
• Assist with system upgrades, patch management, and deployment of new technologies
• Document solutions and contribute to the knowledge base for future reference
• Coordinate with Level 3 support and infrastructure teams when additional expertise is required
• Mentor and provide guidance to Level 1 technicians
• Follow IT policies, procedures, and security standards

Requirements

• Associate or bachelor's degree in Information Technology, Computer Science, or a related field
• 2 to 4 years of experience in IT support or service desk roles
• Strong knowledge of Windows and Mac operating systems
• Working knowledge of Microsoft 365, Active Directory, and networking fundamentals
• Experience using remote support tools and PSA platforms such as ConnectWise
• Strong problem-solving skills with excellent communication and customer service approach
• Certifications are a plus: CompTIA Network+, Microsoft Certified: Modern Desktop Administrator, ITIL
• Excellent written and oral communication skills
• Excellent documentation and record-keeping skills
• Ability and willingness to learn new technology

Technologies

• Windows
• Mac operating systems
• Microsoft 365
• Active Directory
• Exchange
• ConnectWise
• CompTIA Network+
• Microsoft Certified: Modern Desktop Administrator
• ITIL

Benefits

• Full-time salaried role with excellent benefits
• Overtime pay under a Fluctuating Work Week arrangement
• Health, Dental, and Vision insurance
• Short- and Long-Term Disability, plus Basic Life insurance (no cost to you)
• 401(k) with corporate match
• Wellbeing reimbursement
• Up to 4 paid days per year for volunteer activities

Work Location

• Raleigh-Durham, NC (hybrid)
• Hybrid schedule: work on-site and remotely
• Occasional travel to local client sites may be required

Core Values

• Be Curious: ask questions, seek new perspectives, and continuously learn
• Be A Good Steward: manage time, talent, capital, and relationships with care and integrity
• Put People First: lead with empathy, respect, and care
• Be Accountable: follow through on commitments and continuously improve