L1/L2 IT Service Desk Technician

Level 1 & 2 IT Support Technician We are seeking a Level 1 & 2 IT Support Technician to maintain the health of our hardware, software, and network infrastructure. You will serve as the first and second line of defense for technical issues — resolving what you can at first contact, digging deeper on escalated problems, and minimizing downtime through rapid incident response. Key Responsibilities 1. Tiered Troubleshooting & Technical Support This is the "bread and butter" of the role. Level 1 (First Contact): • Serving as the first point of contact for all incoming issues via ticket, phone, chat, or walk-up. • Resolving common issues at first touch: password resets, account lockouts, printer problems, basic software errors, and connectivity drops. • Accurately logging, categorizing, and prioritizing tickets in the ticketing system (Jira, HaloPSA, or similar). Level 2 (Escalated Support): • Diagnosing and resolving escalated issues: software glitches, hardware malfunctions, and "ghost in the machine" bugs that L1 couldn't close. • Performing root cause analysis on recurring incidents. • Escalating to senior engineers (L3) with clear documentation of troubleshooting steps already taken. 2. Hardware & Software Lifecycle • Provisioning: Setting up new laptops, workstations, and mobile devices for employees, including imaging and MDM enrollment. • Installation: Deploying OS updates (Windows, macOS, Linux) and enterprise software suites. • Maintenance: Performing hardware repairs or coordinating with vendors for warranty replacements. 3. Network & Infrastructure Support Responsible for the "last mile" of connectivity: • Ensuring devices can connect to local Wi-Fi, Ethernet, and VPN. • Basic troubleshooting of routers, switches, and access points; escalating complex network issues to senior engineers. • Managing peripherals such as network printers, VOIP phones, and video conferencing equipment. 4. User Access & Security • Identity Management: Creating, modifying, and offboarding user accounts via Active Directory or Okta. • Security Compliance: Ensuring all devices have updated endpoint protection, disk encryption, and multi-factor authentication (MFA) enabled. • Data Recovery: Assisting users with file backups and recovering lost data. 5. Documentation & Training A great technician doesn't just fix a problem; they make sure it's easier to fix next time. • Writing and updating Standard Operating Procedures (SOPs) and knowledge base articles for the internal IT team. • Creating "How-to" guides for non-technical staff to promote self-service and reduce repeat tickets. Essential Skills & Requirements Skill CategoryExamplesOperating SystemsWindows 10/11, macOS, Windows Server, Linux (Ubuntu/CentOS)Cloud/SaaSMicrosoft 365, Google Workspace, AWS, AzureTicketing & Remote ToolsJira, HaloPSA, remote desktop/RMM toolsSoft SkillsPatience, active listening, and the ability to explain complex tech in "plain English"CertificationsCompTIA A+, Network+, Microsoft 365 Certified, or ITIL Foundation (preferred) Originally posted on Himalayas