Support advanced end-user issues as a Level 2 Service Desk Technician in a hybrid Raleigh-Durham environment.

Handle and resolve escalated service desk tickets submitted by Level 1 technicians
Troubleshoot and fix issues across operating systems, business applications, hardware, and network connectivity
Perform root cause analysis and implement long-term solutions for recurring problems
Support user account management across Active Directory, Exchange, and other enterprise systems
Assist with system upgrades, patch management, and deployment of new technologies
Document solutions and contribute updates to the knowledge base
Collaborate with Level 3 support and infrastructure teams when needed
Provide mentorship and guidance to Level 1 technicians
Follow IT policies, procedures, and security standards

Associate or bachelor's degree in Information Technology, Computer Science, or related field
2–4 years of experience in IT support or service desk roles
Strong knowledge of Windows and Mac operating systems, Microsoft 365, Active Directory, and networking fundamentals
Experience using remote support tools and PSA platforms (example: ConnectWise)
Excellent problem-solving skills, communication skills, and customer service skills
Relevant certifications are a plus: CompTIA Network+, Microsoft Certified: Modern Desktop Administrator, ITIL
Strong written and oral communication skills
Strong documentation and record-keeping skills
Desire and ability to learn new technology

Be Curious: ask questions, seek new perspectives, and continuously learn
Be A Good Steward: manage time, talent, capital, and relationships with care and integrity
Put People First: lead with empathy, respect, and care
Be Accountable: take ownership of actions and outcomes, follow through, and improve continuously

Level 2 Engineer (IT Service Desk Technician)

Job Description