Help Desk Support L2

Overview:


We are looking for a skilled and resourceful Helpdesk Support Specialist to join our IT support team, providing technical support and issue resolution in an Apple Mac environment. This role is responsible for troubleshooting basic IT issues, managing service requests, and ensuring timely resolution or escalation of incidents to higher-level support teams. The role will handle a variety of support tickets; the team typically handles around 1,000 tickets per month, using FreshService ticketing, and collaborate internally via Slack. The ideal candidate will have deep Mac desktop expertise, solid experience with device management, security tokens, identity management, and the ability to troubleshoot complex technical problems independently.


Key Responsibilities:

• Serve as the first point of contact for all IT support requests via phone, email, chat, or ticketing systems

• Diagnose and resolve?basic hardware, software, and network issues

• Log, track, and manage incidents and service requests in the ITSM tool (e.g., FreshService)

• Perform initial troubleshooting for:

• Password resets and access issues

• Email and collaboration tools (Outlook, Teams, etc.)

• Desktop, laptop, and peripheral issues

• Basic network/connectivity problems

• Escalate complex issues to L2/L3 support teams with proper documentation

• Maintain accurate records of all interactions and resolutions

• Follow standard operating procedures (SOPs) and service level agreements (SLAs)

• Assist with?user onboarding/offboarding tasks, including account setup and system access

• Provide guidance and support to users on IT policies and tools

• Contribute to knowledge base documentation and process improvements

• Deliver technical support and troubleshooting for Mac desktop systems, including OS reinstallations, password resets, advanced system settings, and user support issues beyond first-level resolution.

• Handle basic Okta administration tasks such as account unlocks, password resets, MFA problem resolution, and connector troubleshooting.

• Assist in evaluating and implementing new support tools, including potential phone support capabilities.

• Provide support and assistance with Google Workspace administration, basic networking issues, and A/V systems as needed.

Required Skills & Qualifications

• Bachelor's degree in?Information Technology, Computer Science, or related field (or equivalent experience)

• 0-2 years of experience in IT support, help desk, or technical support role

• Basic understanding of Windows operating systems

• Advanced understanding of MAC operating systems

• Networking fundamentals (DNS, DHCP, VPN)

• Familiarity with ticketing systems (e.g., FreshService, ServiceNow, Jira, Zendesk)

• Strong troubleshooting and problem-solving skills

• Excellent?communication and customer service skills

• Ability to prioritize and manage multiple tasks

• Strong problem-solving skills and ability to independently resolve technical issues.

Preferred (Nice to Have) Skills:

• Experience administering and supporting Google Workspace environments.

• Hands-on experience with JAMF or similar Mobile Device Management (MDM) platforms covering advanced troubleshooting and management capabilities.

• Practical knowledge of basic network support, including cabling and network connectivity troubleshooting.

• Hands-on experience with A/V technologies including conference room setup and Zoom troubleshooting.

• Slack workspace administration experience.

• Experience or interest in supporting phone-based helpdesk solutions and contributing to their implementation.

The estimated pay range for this position is USD $40.00/Hr - USD $50.00/Hr. Exact compensation and offers of employment are dependent on job-related knowledge, skills, experience, licenses or certifications, and location. We also offer comprehensive benefits. The Talent Acquisition Partner can share more details about compensation or benefits for the role during the interview process.