Service Desk Technician II

SUMMARYIs this the next step in your career Find out if you are the right candidate by reading through the complete overview below.?The Service Desk Technician II handles escalated support requests for LEK Technology Consultants' clients, performing advanced troubleshooting and problem resolution for hardware, software, and network issues. This mid-level position requires deeper technical knowledge and the ability to provide effective solutions for more complex client issues, assisting Tier 1 staff and working closely with Tier 3 for high-level escalations.ESSENTIAL JOB FUNCTIONS* Take ownership of escalated tickets from Tier 1, resolving issues within defined SLA timelines.* Troubleshoot issues with system applications, servers, and networking, including VPN, firewall settings, and AD (Active Directory) configurations.* Deploy and configure desktops, laptops, and peripherals, including OS installations and updates.* Document resolutions and ensure ticketing system is up-to-date and detailed.* Assist Tier 1 technicians with difficult cases, providing guidance and support as needed.* Communicate with clients to keep them updated on the progress of their requests.* Participate in on-call rotation as needed for after-hours support.* Assist in creating SOPs (Standard Operating Procedures) for handling recurring technical issues.* Collaborate with vendors for resolving escalated hardware or software issues.CORE COMPENTENCIESAdvanced Problem Solving: Skilled in diagnosing and resolving escalated hardware, software, and networking problems.Strong Troubleshooting and Root-Cause Analysis Skills: Ability to quickly and accurately identify the underlying cause of problems and determine effective solutions.System Administration: Knowledge of Active Directory, user management, group policies, VPN configurations, and system deployments.Client Communication: Clear and frequent updates to clients about ticket status and resolution timelines.Ability to Prioritize Tasks: Capacity to evaluate tasks based on urgency and importance, and then systematically address them according to a defined order of priority.Multitasking: Ability to handle more than one task at a time, ensuring that each is completed accurately and on time.PHYSICAL DEMANDS* Remote Work: Employees must have a suitable, quiet home workspace with reliable internet, minimal distractions, and reside within 30 miles of zip code 32801 in Orlando, FL, for onsite client visits.* Must be comfortable working at a desk for prolonged periods, including extensive computer use.* Must be able to lift up to 50 pounds at times.* May be required to work on-call or long hours in case of?emergencies.QUALIFICATIONSEducation: Associate's degree or higher in Computer Science, Information Technology, or related field; or equivalent experience.Experience: 4 - 6 years in IT support or help desk roles, with experience in a managed service provider environment preferred.Certifications: CompTIA Network+, Microsoft Certified Solutions Associate (MCSA), or similar is preferred.Knowledge, Skills, and Abilities:* Advanced knowledge of operating systems (Windows, macOS) and networking (VPN, DNS, DHCP). xijylhu * Advanced knowledge of network fundamentals, such as TCP/IP, DNS, DHCP.Job Type: Full-timePay: $60,000.00 - $75,000.00 per yearBenefits:* Dental insurance* Health insurance* Life insurance* Paid time off* Vision insuranceExperience:* MSP Help Desk: 4 years (Required)Ability to Commute:* Orlando, FL 32827 (Required)Ability to Relocate:* Orlando, FL 32827: Relocate before starting work (Required)Work Location: In person

Created: 2026-04-03