L2 IT Support Agent

L2 IT Support Agent Location: Austin, TX Schedule: Full-time Job Overview BusPatrol is seeking an L2 IT Support Agent to provide intermediate technical support for internal users across a range of routine and moderately difficult IT issues. This role is part of the Information Technology organization within IT Service Operations & Enablement. The position is defined as working with general supervision, routine problem-solving that may require interpretation, and ownership of assigned responsibilities. The L2 IT Support Agent is responsible for resolving incidents and service requests using established tools, workflows, and knowledge resources; creating and maintaining accurate documentation; communicating clearly with users and teammates; and escalating issues appropriately when problems exceed known patterns or require deeper technical expertise. This role plays an important part in delivering dependable day-to-day support and a positive internal service experience. Key Responsibilities Resolve routine and moderately difficult IT support issues for internal users using standard tools, processes, and knowledge resources. Triage, prioritize, and manage a steady queue of incidents and service requests based on priority and service expectations. Troubleshoot recurring technical issues independently within established support procedures and apply sound judgment in less-routine situations. Maintain accurate and complete ticket notes, system updates, and support records to ensure traceability and effective handoffs. Communicate clearly and professionally with customers, teammates, and internal partners regarding issue status, risks, blockers, and next steps. Escalate issues appropriately when they fall outside documented patterns, require deeper technical intervention, or present broader business impact. Contribute to consistent service quality and a positive support experience through reliable follow-through and attention to detail. Share useful resolution steps, recurring issue context, and process or knowledge improvements that help strengthen team effectiveness over time. Develop knowledge articles for known errors, self-help, and recurring issues. Meet established service level objectives (SLOs/SLAs) for incident response, resolution, and customer communication. Qualifications High school diploma or equivalent required; associate degree, technical coursework, or relevant certifications preferred. 2–5 years of experience in IT support, service desk, help desk, or a similar technical support environment. Experience troubleshooting common end-user issues related to hardware (PC and MAC), software, access, productivity tools, and standard enterprise systems. Experience supporting Microsoft 365 services (Exchange Online, Teams, SharePoint, and OneDrive). Experience managing user accounts, permissions, groups, and multi-factor authentication (Active Directory, MS Entra ID, MAM) Basic understanding of endpoint management platforms (Intune, Jamf, or similar). Ability to manage multiple requests at once, prioritize effectively, and maintain quality in a fast-paced support environment. Strong written and verbal communication skills with the ability to explain routine technical issues clearly to non-technical users. Demonstrated ability to document work accurately and follow standard operating procedures. Comfortable learning new systems, tools, and workflows and applying feedback to improve performance. Core Skills Customer service and frontline support execution Routine troubleshooting and issue resolution in a PC and MAC environment ITSM experience: ticket queue management and prioritization Process adherence with practical, sound judgment Documentation accuracy, record maintenance, and knowledge article creation Clear communication and dependable follow-through to support an exceptional customer experience Nice to Have Understanding of automation with some experience creating scripts that reduce manual support effort (Python, PowerShell) CompTIA A+, ITIL 4 Foundation, or M365 certifications Familiarity with API integrations and workflow automation platforms (Power Automate) Experience leveraging AI tools to improve support operations, documentation, or knowledge management Data analysis/BI (Power BI, Tableau) Benefits Competitive salary and benefits package Unlimited PTO A purpose-driven career, working to protect children and improve public safety The opportunity to participate in BusPatrol’s culture of safety, learning, and teamwork A team of innovators, committed to leveraging AI and smart technology for social good EOE/AA Disability-Veteran #J-18808-Ljbffr Buspatrol