Level 2 IT Help Desk Technician

Level 2 It Help Desk TechnicianAre you a tech-savvy problem solver who loves tackling challenges that go beyond the basics? We're looking for a Level 2 IT Help Desk Technician to join our team and serve as a key escalation resource for complex technical issues. You'll work across a modern, cloud-forward environment — supporting everything from endpoint management to Google Workspace administration and cutting-edge AI tools.This role also carries a Help Desk Lead component — you'll have the opportunity to take on day-to-day oversight of the help desk, helping the IT Manager stay focused on higher-priority initiatives. It's a great fit for someone who's ready to step into a leadership capacity while staying hands-on with the technical work they love.If you're someone who takes ownership of tough tickets, leads by example, communicates clearly with non-technical users, and is always looking to level up your skills, we'd love to hear from you.Help Desk Lead & Team OversightAct as the day-to-day point of contact for the help desk team, helping prioritize the queue and ensuring tickets are routed and resolved efficientlySupport and mentor Level 1 technicians, providing guidance on recurring issues, best practices, and professional developmentServe as the first line of escalation and decision-making when the IT Manager is focused on higher-priority projectsAssist with onboarding new help desk staff and contributing to training materials and SOPsFlag trends, recurring issues, and team capacity concerns to the IT Manager proactivelyAdvanced Troubleshooting & Escalation SupportTake ownership of tickets escalated from Level 1, diagnosing and resolving complex hardware, software, and connectivity issuesDocument resolutions and contribute to a growing internal knowledge baseDrive knowledge base improvements and ensure documentation stays current and usefulEndpoint & Device ManagementManage and maintain mobile device management (MDM) platforms through Hexnode (JAMF, or Kandji experience a plus)Administer Apple Business Manager for device enrollment, app distribution, and Apple ID managementSupport deployment and lifecycle management of macOS, iOS, and Windows endpoints.Cloud & Productivity PlatformsAdminister and support Google Workspace (Gmail, Drive, Meet, Admin Console, etc.)Manage user accounts, permissions, and organizational units within Google Workspace and directory servicesSupport and troubleshoot Monday.com for internal teams, including workflow setup and user managementMonitoring & Workforce AnalyticsUtilize Insightful for endpoint monitoring, productivity insights, and reportingAssist in interpreting data to support IT and business decision-makingAI Tools & Emerging TechnologySupport end-user adoption and troubleshooting of AI productivity tools including Google Gemini and Claude AIStay current on new AI integrations and help the team maximize their potentialServer, Network & InfrastructureAssist with patch management, system monitoring, and infrastructure projects alongside Level 3 / Systems teamsWork Setup & ScheduleThis is a hybrid role with a mix of on-site and remote work.CompensationPay Range: $27.88-$29.81 hourly FLSA Status: Non-Exempt