Helpdesk Engineer L2

Overview

Join to apply for the Helpdesk Engineer L2 role at Northside Center for Child Development

About Northside Center is known for our wonderful work culture and our expert teams of educators and clinicians. Most importantly, look forward to joining us in achieving our mission to provide children and families with the support they need to overcome adversity and thrive. Ensuring that our high-quality outcome-driven behavioral, mental health and education services propel struggling children forward, away from the ill effects of poverty and racism, toward a future limited only by the scope of their dreams.

We are seeking a proactive and customer-focused Helpdesk Engineer to join our IT support team. This role will focus on providing Tier 1 and Tier 2 support for desktop configurations, Office 365 platform services, and Windows environments. You’ll be the first point of contact for users needing assistance, ensuring timely resolution of issues and maintaining a high standard of service delivery.

• Provide technical support to end-users via phone, email, chat, and in-person for hardware, software, and network-related issues
• Configure, deploy, and troubleshoot Windows desktops and laptops (Windows 10/11).
• Manage and support Office 365 applications, including Outlook, Teams, SharePoint, and One Drive.
• Install, configure, and update desktop software, operating systems, and patches as needed.
• Set up and manage user accounts, permissions, and group memberships via Active Directory and Office 365 Admin Center.
• Maintain inventory of IT hardware and software assets.
• Assist with user onboarding/offboarding, ensuring proper equipment setup and access provisioning.
• Escalate unresolved issues to appropriate technical teams and coordinate follow-ups.
• Create and maintain detailed documentation for procedures, known issues, and troubleshooting steps.
• Support and troubleshoot mobile device access to corporate resources (iOS/Android).
• Provide network troubleshooting for end-users (Wi-Fi connectivity, VPN access, printer configuration).

• 2–4 years of experience in a Helpdesk, Service Desk, or Desktop Support role.
• Strong hands-on experience with Windows OS (Windows 10, Windows 11) configuration and troubleshooting.
• Proficient in supporting Office 365 suite applications and services.
• Basic understanding of Active Directory, Exchange Online, and cloud authentication (Azure AD is a plus).
• Familiarity with common hardware platforms (laptops, desktops, mobile devices, printers).
• Excellent problem-solving skills with a focus on root-cause analysis.
• Strong verbal and written communication skills; ability to explain technical information to non-technical users.
• Customer service mindset with an emphasis on patience, professionalism, and follow-through.
• Preferred:
• Experience using helpdesk ticketing systems (e.g., Service Now, Jira Service Desk, Zendesk).
• Basic knowledge of ITIL processes.
• Exposure to remote support tools (e.g., Remote Desktop, Microsoft Endpoint Manager).
• Certifications such as CompTIA A+, Microsoft 365 Fundamentals (MS-900), or MD-102 (Endpoint Administrator Associate) are a plus.
• Associate or Bachelor’s Degree in Information Technology, Computer Science, or related field (or equivalent hands-on experience).

• Seniority level:
  Entry level
• Employment type:
  
  Full-time
• Job function:
  Information Technology
• Industries:
  Mental Health Care

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