Level 2 IT Support Technician

LaSalle Network is partnering with a leading managed IT services provider specializing in help desk, systems engineering, network engineering, and cloud services. We are seeking an experienced Level 2 Support Technician to join the service desk team and provide high-quality technical support to clients. This role is ideal for someone who thrives in a fast-paced environment, enjoys problem-solving, and is passionate about delivering exceptional customer service.

Responsibilities

Respond to incidents in the Level 2 ticket queue and resolve client issues via phone, remote access, or in-person

Provide advanced technical support for software, hardware, and mobile device problems

Deploy OS image builds to PCs and perform post-image system configuration

Troubleshoot and resolve issues with Microsoft Office, Windows, macOS, Android, iOS, Citrix, and VPN

Administer Office 365 Exchange Online and Active Directory user account changes

Document all client interactions and solutions in the ticket management system

Support application features, functionality, and usage questions

Collaborate with clients and team members to diagnose, resolve, and escalate issues when necessary

Stay current with company policies, procedures, and technologies

Contribute to process improvements and maintain detailed technical documentation

Build strong working relationships with clients and internal teams

Requirements

Educational degree, IT certification, or equivalent work experience

2+ years of hands-on desktop support experience with a strong customer service focus

Experience with image deployment methods such as SCCM, Intune, PXE Boot, or Autopilot

Proficiency in Microsoft Office applications and Office 365 administration

Knowledge of Microsoft Windows, macOS, Android, and iOS operating systems

Familiarity with Citrix, VPN, and Active Directory administration

Strong technical aptitude and PC / mobile device literacy

Excellent written and verbal communication skills with a high attention to detail

Ability to work both independently and collaboratively in a team environment

Self-motivated with a strong desire to learn and improve processes

If you have the skills and experience to excel in this role, and you’re seeking a long-term opportunity with a stable and growing organization, we want to hear from you. Apply today to join an innovative IT services team.

Mike McGlauchlin

Sr. Project Manager – Technology Services

LaSalle Network