Level 2 Help Desk specialist

Join Wachter, Inc. as an Onsite Level 2 Help Desk Specialist in Mount Laurel, NJ and support end users with advanced technical troubleshooting. This role is built for hands-on problem solving across Windows, Microsoft 365, devices, and networking, while partnering with infrastructure and cybersecurity teams to drive complex issues to resolution.

What you’ll do

• Provide Tier II technical support for hardware, software, operating systems, and network-related incidents.
• Troubleshoot and resolve issues impacting desktops, laptops, mobile devices, printers, and other peripheral equipment.
• Act as an escalation resource for Help Desk Specialist I team members and help close out complex tickets.
• Support Microsoft Windows operating systems and Microsoft 365 applications.
• Manage user accounts, permissions, and access within Active Directory, Azure/Entra ID, and other enterprise systems.
• Investigate connectivity problems involving LAN, WAN, VPN, wireless networks, DNS, and DHCP.
• Install, configure, and maintain hardware, operating systems, and software applications.
• Document incidents, service requests, troubleshooting steps, and resolutions in the ticketing system.
• Assist with employee onboarding and offboarding, including account provisioning, device setup, and access management.
• Collaborate with infrastructure, cybersecurity, and business application teams to resolve escalated issues.
• Create and maintain technical documentation, procedures, and knowledge base articles.
• Participate in system upgrades, hardware refresh initiatives, and other IT projects.
• Monitor support queues and help ensure service-level expectations are met.
• Provide exceptional customer service by communicating clearly with technical and non-technical users.
• Follow company security policies, procedures, and best practices.
• Perform other duties as assigned.

What you bring

• High School Diploma or GED required.
• Minimum 3 years of Help Desk, Service Desk, Desktop Support, or related IT support experience.
• Experience supporting Microsoft Windows operating systems and Microsoft 365 environments.
• Working knowledge of Active Directory user and group administration.
• Experience troubleshooting hardware, software, and network-related issues.
• Experience using ticketing and remote support systems.
• Excellent customer service and communication skills.
• Strong problem-solving and analytical abilities.
• Ability to prioritize multiple tasks and work independently in a fast-paced environment.

Helpful technologies

Microsoft Windows, Microsoft 365, Active Directory, Azure/Entra ID, Intune, Exchange Online, Teams, SharePoint, LAN/WAN, VPN, wireless networks, DNS/DHCP, TCP/IP, ticketing system, PowerShell, CompTIA A+, CompTIA Network+, CompTIA Security+.

Preferred qualifications

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field.
• Industry certifications such as CompTIA A+, Network+, Security+, Microsoft certifications, or equivalent.
• Experience supporting Azure/Entra ID, Intune, Exchange Online, Teams, and SharePoint.
• Familiarity with networking concepts including TCP/IP, DNS, DHCP, VPN, and wireless technologies.
• Experience working in medium to large enterprise environments.
• Basic scripting experience with PowerShell is a plus.

Compensation: USD 100,000 - 120,000 per year. Location: Mount Laurel, NJ (onsite).