Level 2 Help Desk Technician

About Us: Onsite Computing is a leading Managed Service Provider (MSP) in Southern California dedicated to delivering top-notch IT solutions and support to our clients. We pride ourselves on our commitment to excellence and our ability to foster a collaborative and innovative work environment.

Job Summary: As a Hybrid Level 2 Help Desk Technician, you will provide advanced technical support and troubleshooting for a variety of IT issues. You will work both remotely and on-site, ensuring that our clients receive timely and effective assistance. You will also mentor Level 1 technicians and assist with more complex technical challenges.

Key Responsibilities:

• Respond to and resolve escalated client inquiries via phone, email, and chat in a professional and timely manner.
• Diagnose and resolve advanced hardware, software, and network issues for clients.
• Escalate complex issues to Level 3 support or specialized teams as needed.
• Document all client interactions and troubleshooting steps in the ticketing system.
• Assist with the setup, configuration, and maintenance of hardware and software.
• Provide training and guidance to Level 1 technicians and clients on IT-related topics.
• Monitor and maintain client systems to ensure optimal performance and security.
• Collaborate with team members to share knowledge and improve processes.
• Participate in on-call rotation and provide after-hours support as needed.

Qualifications:

• Associate's degree in IT or related field; bachelor's degree preferred.
• 2-4 years of experience in a help desk or technical support role.
• Strong knowledge of Windows and Mac operating systems.
• Familiarity with common software applications, networking concepts, and IT infrastructure.
• Excellent communication and customer service skills.
• Ability to work independently and as part of a team.
• Strong problem-solving skills and attention to detail.
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator, AWS) are a plus.

Benefits:

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• Flexible work environment with remote work options.
• Supportive and collaborative team culture.