Level 2 Help Desk Technician

Hybrid Level 2 Help Desk TechnicianOnsite 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 SummaryAs 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 ResponsibilitiesRespond 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.QualificationsAssociate'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.BenefitsCompetitive salary and benefits package.Opportunities for professional growth and development.Flexible work environment with remote work options.Supportive and collaborative team culture.