Technical Support Desk Level 2

DescriptionPOSITION SUMMARYThe Technical Support Desk Level 2 role provides advanced technical support to end-users, ensuring the effective resolution of complex IT issues. This position involves troubleshooting, diagnosing, and resolving hardware and software problems, as well as providing guidance and training to junior support staff. The Technical Support Desk Level 2 specialist will work closely with the Director of Technical Support to enhance support processes and improve customer satisfaction.ESSENTIAL DUTIES AND RESPONSIBILITIES: Advanced Technical Support:Provide second-level support for complex technical issues escalated from Tier 1 support.Troubleshoot, diagnose, and resolve hardware, software, and network issues.Assist end-users with advanced technical problems and provide detailed solutions.System Maintenance and Troubleshooting:Perform system maintenance tasks, including updates and patches.Monitor system performance and proactively address potential issues.Collaborate with IT teams to resolve system-wide issues and implement solutions.Documentation and Knowledge Management:Create and maintain detailed documentation for support processes, procedures, and solutions.Develop and update knowledge base articles to assist end-users and support staff.Ensure accurate and timely documentation of support activities in the ticketing system.Training and Mentorship:Provide guidance and training to Tier 1 support staff to enhance their technical skills.Mentor junior support staff, fostering their professional development and growth.Conduct training sessions for end-users on various IT topics and best practices.Customer Service and Communication:Ensure high levels of customer satisfaction by delivering exceptional support services.Communicate effectively with end-users, providing clear and concise information.Handle escalated support requests with professionalism and urgency.Collaboration and Coordination:Work closely with other IT teams to resolve issues and improve service delivery.Coordinate with external vendors for additional support and resources as needed.Participate in cross-functional projects and initiatives to enhance IT services.Computer Configuration:Setup computers that require basic configuration.Mobile Devices:Order and setup mobile devices.Work with end users to keep devices up-to-date and checking into the system.Inventory:Order inventory items and keep stocking levels up to date.Continuous Improvement:Identify opportunities to improve support processes and implement best practices.Stay current with industry trends and emerging technologies to enhance support capabilities.Contribute to the development and implementation of support strategies and initiatives.Compliance and Security:Adhere to organizational policies, procedures, and security protocols.Ensure the confidentiality and integrity of sensitive information. Performs all other duties as assigned.QUALIFICATIONS: Must be able to perform each essential duty daily. Must be authorized to work in the United StatesEducation:Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.Equivalent work experience may be considered in lieu of a degree.Experience:Minimum of 3 years of experience in technical support or a related IT role.Proven experience in troubleshooting and resolving complex technical issues.Experience with system maintenance, updates, and performance monitoring.Skills and Competencies:Strong technical troubleshooting and problem-solving skills.Excellent customer service and communication abilities.Ability to mentor and train junior support staff effectively.Strong organizational skills and attention to detail.Ability to work independently and as part of a team.Technical Skills:Proficiency in common operating systems (Windows, macOS).Experience with IT service management (ITSM) tools and ticketing systems.Knowledge of cybersecurity principles and best practices.Certification (Preferred):Relevant certifications such as CompTIA ITFA+, CompTIA A+, and/or Microsoft Certified: Modern Desktop Administrator.Additional certifications in specific technologies or platforms are a plus. PHYSICAL DEMANDS: Must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.Ability to sit for extended periods of time while working at a desk or computer, with regular use of hands and fingers for typing, using a computer mouse, and handling documents.Occasional lifting and moving files or office supplies, typically up to 20 pounds. WORK ENVIRONMENT: Primarily works in a standard office environment with minimal exposure to temperature changes. Involves interaction with colleagues and occasional participation in meetings, both in-person and virtual.EEO:SME Industries, Inc. is an Equal Opportunity (EEO) Employer. All qualified applicants will receive consideration without regard to race, color, national origin, sex, sexual orientation, gender identity, religion, age, status as a protected veteran, status as an individual with disability, or any other protected group status or non-job-related characteristic as directed by law.

Created: 2026-04-02