HelpDesk Support Specialist Tier 2

The LifeStance Health on-site HelpDesk Support Specialist Tier 2 role in Oklahoma City, OK focuses on handling escalated technical issues, supporting IT operations projects, and ensuring timely resolution of service requests with a strong emphasis on customer service and effective ticket management. The position offers an hourly rate of USD 25 to 27 and requires an Associate degree in Information Technology or a related field along with hands-on IT support experience.

Responsibilities

• Troubleshoot and resolve escalated incidents across hardware, software, and network systems.
• Collaborate with Tier 1 support and cross-functional IT teams to expedite problem resolution.
• Support IT operations projects, including system upgrades, deployments, and process enhancements.
• Maintain documentation for project tasks and provide regular status updates to stakeholders.
• Answer incoming support calls and deliver prompt assistance to end users.
• Monitor and manage the ticket queue to ensure timely responses and resolutions.
• Escalate complex issues to Tier 3 or specialized teams when needed.
• Keep accurate records of issues, resolutions, and project activities.
• Contribute to knowledge base articles and process documentation to improve support efficiency.

Requirements

• Associate degree in Information Technology or a related field, or equivalent experience.
• Four or more years of experience in IT support, with exposure to Tier 2 troubleshooting.
• Strong understanding of Windows and MacOS environments, networking fundamentals, and common enterprise applications.
• Excellent communication and customer service skills.
• Ability to prioritize tasks and operate effectively in a fast-paced environment.

Benefits

• Medical insurance
• Dental insurance
• Vision insurance
• AD&D insurance
• Short-term disability
• Long-term disability
• Life insurance
• 401k retirement savings with employer match
• Paid parental leave
• Paid time off
• Holiday pay
• Employee Assistance Program

Preferred Qualifications

• Familiarity with scripting or automation for operational tasks.
• Certifications such as CompTIA Network+, CompTIA A+, or Microsoft Certified Professional.