IT Help Desk Technician - L2

The IT Help Desk Technician (L1 or L2) role at Lakes Region Computer LLC supports end-users through remote and phone-based assistance, helping resolve technical issues across hardware, software, and network systems. This position includes troubleshooting, documentation, and coordinated ticket escalation and follow-up.

Role Overview

Provide technical support to users experiencing issues with desktops, laptops, printers, and related peripherals. Troubleshoot reported incidents, document outcomes, and ensure requests are handled through to resolution while escalating to higher tiers when required.

Key Responsibilities

• Deliver remote or phone-based technical support for desktops, laptops, printers, and peripherals.
• Independently troubleshoot and document hardware and software incidents reported by users or identified by automated systems.
• Escalate to higher tiers when needed and independently follow through on support tickets in a timely and professional manner.
• Handle sensitive and legally protected information with confidentiality and care.
• Maintain accurate and thorough documentation of client interactions and technical resolutions.
• Support and maintain an organized, proactive service environment.

Required Qualifications

• 2+ years of IT experience or a relevant portfolio demonstrating technical proficiency.
• Associate’s degree, technical certifications, or equivalent experience.
• Excellent customer service and communication skills, both written and verbal.
• Strong proficiency with Windows workstations, including troubleshooting software or hardware issues, file shares, printers, VPN clients, and Remote Desktop connections.
• Microsoft 365 administration experience, including Intune, Entra ID/Azure AD, and SharePoint.
• Familiarity with Windows Active Directory environments.
• Strong understanding of networking fundamentals, including TCP/IP, DHCP, and DNS.
• Strong problem-solving skills in fast-paced environments.
• Detail-oriented approach with the ability to document accurately and maintain organized records.

Technical Focus

Windows workstations, Microsoft 365, Intune, Entra ID/Azure AD, SharePoint, Windows Active Directory, TCP/IP, DHCP, DNS, VPN clients, Remote Desktop, file shares, and printers.

Compensation and Job Details

• Job type: Full-time
• Salary: USD 45,000 - 60,000 per year
• Education: Associate’s degree
• Location: Center Harbor, NH (hybrid)

Benefits

• 401(k)
• 401(k) matching
• Employee discount
• Health insurance
• Paid time off
• Tuition reimbursement

Why Lakes Region Computer LLC

• Opportunities for on-the-job learning, certifications, and hands-on experience to grow professionally.
• Work with a wide range of technologies and industries, with new challenges and learning opportunities each day.
• Join a rapidly growing team with over 30 years of trusted service in the community.
• Potential for hybrid work with an in-office/remote schedule.