Help Desk Level II

Job Description

We're Hiring: Help Desk L2 Technician | GSD

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Ready to take your IT career to the next level? GSD is looking for a Help Desk L2 Technician to join our growing Managed Service Provider team, and be the experienced problem-solver our clients count on when an issue needs real expertise.

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You'll dig into tougher technical challenges, own issues from first call to final fix, and help shape how our support team works, with a team that has your back and a career path that keeps moving.

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What you'll do:

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• Support clients via phone, email, and our ConnectWise ticketing system
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• Troubleshoot remotely using sharp diagnostics and the right questions
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• Determine the best fix and walk clients through the solution with patience and clarity
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• Escalate complex issues to the next level when needed and keep clients updated until resolved
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• Provide accurate guidance on IT products and services
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• Document issues and resolutions, and track your time in ConnectWise
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• Meet ticket SLAs and help cover scheduled night and weekend tickets as needed
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• Share client feedback and suggest process improvements to make our support even better
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• Provide on-site support at client locations, including equipment setup and cabling
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What you bring:

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• Proven experience as an L2 help desk technician or in a similar customer support role
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• Strong understanding of computer systems, mobile devices, office software, databases, and remote control tools
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• The ability to diagnose and resolve technical issues quickly and confidently
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• Excellent communication skills and a calm, customer-first attitude
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• An AS/BS in IT, Computer Science, or a related field
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• Ability to pass a background check (including fingerprinting)
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We invest in your growth:

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• GSD covers training materials and exam fees for approved certifications, no matter which path you choose
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• Study on company time, fully paid, or study on your own time and earn a cash bonus for your effort
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This is where you level up. You'll tackle more complex problems, work across a huge variety of tech environments, and grow toward L3 and beyond, with real support to get certified along the way.

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