L1/L2 IT Service Desk Technician [Remote]

Level 1 & 2 IT Support Technician

We are seeking a Level 1 & 2 IT Support Technician to maintain the health of our hardware, software, and network infrastructure. You will serve as the first and second line of defense for technical issues — resolving what you can at first contact, digging deeper on escalated problems, and minimizing downtime through rapid incident response.

Key Responsibilities

1. Tiered Troubleshooting & Technical Support

This is the "bread and butter" of the role.

Level 1 (First Contact):

• Serving as the first point of contact for all incoming issues via ticket, phone, chat, or walk-up.
• Resolving common issues at first touch: password resets, account lockouts, printer problems, basic software errors, and connectivity drops.
• Accurately logging, categorizing, and prioritizing tickets in the ticketing system (Jira, HaloPSA, or similar).

Level 2 (Escalated Support):

• Diagnosing and resolving escalated issues: software glitches, hardware malfunctions, and "ghost in the machine" bugs that L1 couldn't close.
• Performing root cause analysis on recurring incidents.
• Escalating to senior engineers (L3) with clear documentation of troubleshooting steps already taken.

2. Hardware & Software Lifecycle

• Provisioning: Setting up new laptops, workstations, and mobile devices for employees, including imaging and MDM enrollment.
• Installation: Deploying OS updates (Windows, macOS, Linux) and enterprise software suites.
• Maintenance: Performing hardware repairs or coordinating with vendors for warranty replacements.

3. Network & Infrastructure Support

Responsible for the "last mile" of connectivity:

• Ensuring devices can connect to local Wi-Fi, Ethernet, and VPN.
• Basic troubleshooting of routers, switches, and access points; escalating complex network issues to senior engineers.
• Managing peripherals such as network printers, VOIP phones, and video conferencing equipment.

4. User Access & Security

• Identity Management: Creating, modifying, and offboarding user accounts via Active Directory or Okta.
• Security Compliance: Ensuring all devices have updated endpoint protection, disk encryption, and multi-factor authentication (MFA) enabled.
• Data Recovery: Assisting users with file backups and recovering lost data.

5. Documentation & Training

A great technician doesn't just fix a problem; they make sure it's easier to fix next time.

• Writing and updating Standard Operating Procedures (SOPs) and knowledge base articles for the internal IT team.
• Creating "How-to" guides for non-technical staff to promote self-service and reduce repeat tickets.

Essential Skills & Requirements

Skill Category Examples

Windows 10/11, macOS, Windows Server, Linux (Ubuntu/CentOS)

Microsoft 365, Google Workspace, AWS, Azure

Jira, HaloPSA, remote desktop/RMM tools

Patience, active listening, and the ability to explain complex tech in "plain English"

CompTIA A+, Network+, Microsoft 365 Certified, or ITIL Foundation (preferred)