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
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