Level 2 IT Support Technician

LaSalle Network is partnering with a leading managed IT services provider specializing in help desk, systems engineering, network engineering, and cloud services. We are seeking an experienced Level 2 Support Technician to join the service desk team and provide high-quality technical support to clients. This role is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and is passionate about delivering exceptional customer service.

Responsibilities

• Respond to incidents in the Level 2 ticket queue and resolve client issues via phone, remote access, or in-person

• Provide advanced technical support for software, hardware, and mobile device problems

• Deploy OS image builds to PCs and perform post-image system configuration

• Troubleshoot and resolve issues with Microsoft Office, Windows, macOS, Android, iOS, Citrix, and VPN

• Administer Office 365 Exchange Online and Active Directory user account changes

• Document all client interactions and solutions in the ticket management system

• Support application features, functionality, and usage questions

• Collaborate with clients and team members to diagnose, resolve, and escalate issues when necessary

• Stay current with company policies, procedures, and technologies

• Contribute to process improvements and maintain detailed technical documentation

• Build strong working relationships with clients and internal teams

Requirements

• Educational degree, IT certification, or equivalent work experience

• 2+ years of hands-on desktop support experience with a strong customer service focus

• Experience with image deployment methods such as SCCM, Intune, PXE Boot, or Autopilot

• Proficiency in Microsoft Office applications and Office 365 administration

• Knowledge of Microsoft Windows, macOS, Android, and iOS operating systems

• Familiarity with Citrix, VPN, and Active Directory administration

• Strong technical aptitude and PC/mobile device literacy

• Excellent written and verbal communication skills with a high attention to detail

• Ability to work both independently and collaboratively in a team environment

• Self-motivated with a strong desire to learn and improve processes

If you have the skills and experience to excel in this role, and you’re seeking a long-term opportunity with a stable and growing organization, we want to hear from you. Apply today to join an innovative IT services team.

Mike McGlauchlin
Sr. Project Manager – Technology Services
LaSalle Network