L1/L2 IT Service Desk Technician

R

Red Cup IT, Inc.

L1/L2 IT Service Desk Technician

National
Full Time
Paid
  • Responsibilities

    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 Category| Examples
    ---|--- Operating Systems| Windows 10/11, macOS, Windows Server, Linux (Ubuntu/CentOS)
    Cloud/SaaS| Microsoft 365, Google Workspace, AWS, Azure
    Ticketing & Remote Tools| Jira, HaloPSA, remote desktop/RMM tools
    Soft Skills| Patience, active listening, and the ability to explain complex tech in "plain English"
    Certifications| CompTIA A+, Network+, Microsoft 365 Certified, or ITIL Foundation (preferred)