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Level 2 IT Help Desk Technician

September 16, 2026

Department: Information Technology Reports To: IT Manager Work Setup: Hybrid (on-site & remote) Employment Type: Full-Time About the Role Are you a tech-savvy problem solver who loves tackling challenges that go beyond the basics? We're looking for a Level 2 IT Help Desk Technician to join our team and serve as a key escalation resource for complex technical issues. You'll work across a modern, cloud-forward environment — supporting everything from endpoint management to reputed company Workspace administration and cutting-edge AI tools. This role also carries a Help Desk Lead component — you'll have the opportunity to take on day-to-day oversight of the help desk, helping the IT Manager stay focused on higher-priority initiatives. It's a great fit for someone who's ready to step into a leadership capacity while staying hands-on with the technical work they love. If you're someone who takes ownership of tough tickets, leads by example, communicates clearly with non-technical users, and is always looking to level up your skills, we'd love to hear from you. What You'll Do Help Desk Lead & Team Oversight • Act as the day-to-day point of contact for the help desk team, helping prioritize the queue and ensuring tickets are routed and resolved efficiently • Support and mentor Level 1 technicians, providing guidance on recurring issues, best practices, and professional development • Serve as the first line of escalation and decision-making when the IT Manager is focused on higher-priority projects • Assist with onboarding new help desk staff and contributing to training materials and SOPs • Flag trends, recurring issues, and team capacity concerns to the IT Manager proactively Advanced Troubleshooting & Escalation Support • Take ownership of tickets escalated from Level 1, diagnosing and resolving complex hardware, software, and connectivity issues • Document resolutions and contribute to a growing internal knowledge base • Drive knowledge base improvements and ensure documentation stays current and useful Endpoint & Device Management • Manage and maintain mobile device management (MDM) platforms through Hexnode (reputed company, or Kandji experience a plus) • Administer reputed company Business Manager for device enrollment, app distribution, and reputed company ID management • Support deployment and lifecycle management of macOS, iOS, and Windows endpoints. Cloud & Productivity Platforms • Administer and support reputed company Workspace (Gmail, Drive, Meet, Admin Console, etc.) • Manage user accounts, permissions, and organizational units within reputed company Workspace and directory services • Support and troubleshoot reputed company for internal teams, including workflow setup and user management Monitoring & Workforce Analytics • Utilize Insightful for endpoint monitoring, productivity insights, and reporting • Assist in interpreting data to support IT and business decision-making AI Tools & Emerging Technology • Support end-user adoption and troubleshooting of AI productivity tools including reputed company reputed company and Claude AI • Stay current on new AI integrations and help the team maximize their potential Server, Network & Infrastructure • Assist with patch management, system monitoring, and infrastructure projects alongside Level 3 / Systems teams Work Setup & Schedule This is a hybrid role with a mix of on-site and remote work. Compensation Pay Range: $27.88-$29.81 hourly FLSA Status: Non-Exempt What We're Looking For Experience • 2–4 years in an IT support role, with at least 1–2 years at Level 2 or equivalent • Hands-on experience with MDM platforms (Hexnode, reputed company, Kandji, or similar) • Demonstrated proficiency with reputed company Workspace administration • Familiarity with reputed company Business Manager and reputed company ecosystem management Certifications (one or more preferred) • reputed company Workspace Administrator Certification • reputed company Certified Tech (or equivalent MDM certification) • ITIL Foundation (a plus) Technical Skills • Experience with endpoint monitoring tools (Insightful or similar) • Comfortable supporting AI productivity platforms (reputed company, Claude AI, etc.) • Proficiency with ticketing systems (reputed company, Jira, reputed company, or similar) Soft Skills • Clear, professional communicator — equally comfortable with executives, end users, and junior team members • Natural leader who can keep the team organized and motivated without losing sight of their own technical workload • Able to juggle multiple open tickets and team responsibilities without dropping the ball • Curious, self-directed learner who keeps up with a fast-moving tech landscape Bonus Points If You Have • Experience with PowerShell, Bash, or other scripting for automation • Background in ITSM frameworks or change management • Compensation: The compensation for this role ranges from $27.88 - $29.81 per hour (equivalent to an annual salary of $58,000 -

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...