Service Desk Technician L2

How You Will Make a Difference:

• Occasionally attend regional offices if needed
• iOS support experience is a significant standard for our projects
• Utilize ticketing system and knowledge base content
• Working off knowledge base content
• Experience with tools like Jira, Slack, Google Suite, Okta (SSO), Zoom, 2FA, and Admin Support is beneficial
• Apply critical thinking to resolve complex user requests efficiently
• Troubleshoot client‑side network connectivity issues, including digital authentication, remote access, and secure Wi‑Fi
• Supports user requests and performs break/fix or remote installations as needed
• Assists remote users with access problems ranging from password resets to network access failures
• Support messaging & calendaring services and content collaboration
• Provide user‑facing support for mobile devices
• Lead in task (ticket) processes and provide coaching for other Technicians
• Understand team metrics and take actions based on current service trends
• Attend and participate in weekly team syncs, contributing to actionable discussions
• Actively seek answers when technically challenged, displaying learning agility
• Seek feedback from other Help Desk Technicians for continuous improvement

What You Need to Succeed:

• Strong interpersonal communication skills with a high degree of empathy
• Comfortable navigating client‑based systems (Mac & Windows) and assisting users with advanced functionality
• Experience supporting Macs in a commercial or enterprise environment preferred
• Applied experience with Microsoft Exchange, including a firm understanding of groups and permissions
• Comprehensive understanding of Mac OS from command line troubleshooting to resolving application failures
• Knowledge of Windows is a plus, including resolving registry conflicts and troubleshooting system crashes
• Strong knowledge of supporting iOS and Android devices in a commercial or enterprise environment
• Deep understanding of fault domain isolation and root‑cause analysis
• Working knowledge of Active Directory and basic AD administration is desirable
• Proven experience resolving secure network access problems involving digital certificate authentication and client remote access services using Juniper Networks or Cisco solutions
• Working knowledge of video collaboration tools, experience with Zoom a plus

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