Engineer Jobs in Raleigh-Durham, NC

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Level 2 Engineer (IT Service Desk Technician)

WorkSmart IT Raleigh-Durham, NC

Raleigh-Durham, NC

Today

$63k - $70k/yr Full time Application Support Connectwise End User Support

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Job Description

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

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