Level 2 Help Desk Technician

Position Overview

We are seeking an experienced Level 2 Help Desk Technician to join our IT support team. This role is ideal for a technical professional who can provide advanced support to end users, manage escalated issues, and assist with maintaining core infrastructure systems. The candidate will work in a fast-paced environment handling servers, network switches, and firewalls.

Key Responsibilities

• Provide Level 2 technical support for end users, including troubleshooting hardware, software, and connectivity issues.
• Manage escalations from Level 1 support and resolve issues requiring higher technical expertise.
• Evaluate, prioritize, and respond to service requests.
• Create and maintain detailed documentation regarding service tickets and client environments.
• Install, support, and troubleshoot workstations, servers, and other devices.
• Configure, troubleshoot, and support network switches, VLANs, routing, and related network infrastructure.
• Assist with configuring, monitoring, and maintaining firewalls.
• Support core enterprise applications including email, cloud services, and authentication systems.
• Utilize remote monitoring and management (RMM) tools to resolve technical issues and provide proactive maintenance.
• Administer and maintain end user accounts and permissions.
• Provide onsite and remote technical support.
• Participate in the after-hours on-call rotation.

Required Qualifications

• 2–4 years of experience in IT support or help desk roles with demonstrated Level 2 responsibilities.
• Strong troubleshooting skills with Windows and/or macOS environments.
• Hands-on experience with server administration (Windows Server, Active Directory, Group Policy, virtualization tools, etc.).
• Working knowledge of network switches including configuration, monitoring, VLANs, and trunking.
• Practical experience with firewalls, including rules, NAT, VPN configuration, and security policies.
• Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, routing).
• Experience with ticketing systems and remote support tools.
• Excellent communication, problem-solving, and customer service skills.
• Valid Wisconsin driver's license and an insurable record.

Preferred Qualifications

• Relevant certifications such as CompTIA Network+, CompTIA Security+, and/or Microsoft certifications.
• Experience with hypervisors (VMware, Hyper-V), Microsoft 365/Azure, and FortiGate firewalls.

Benefits & Perks

• Medical Insurance
• Vacation Program
• Holiday Program
• Simple IRA with Company Match
• Direct Deposit
• Company Events
• Profit Sharing