What are the responsibilities and job description for the Help Desk Level 2/onsite position at Motion Recruitment?
We are seeking a skilled and customer-focused Help Desk Analyst Level 2 to join our client based in Lower Bucks County.
This role is ideal for a problem-solving professional who thrives in a fast-paced environment, with a strong ability to resolve complex technical issues and provide exceptional service to end-users. As a Level 2 Analyst, you will be responsible for troubleshooting and resolving a wide range of technical issues across hardware, software, and networking environments.
Key Responsibilities :
- Provide advanced technical support to end-users, resolving issues escalated from Level 1 Help Desk teams, ensuring timely resolution and excellent service.
- Troubleshoot and diagnose technical issues related to desktops, laptops, operating systems (Windows / macOS / Linux), and network connectivity.
- Manage, prioritize, and resolve incidents and service requests within established SLAs.
- Assist with system upgrades, patches, and configurations to maintain system performance.
- Support and maintain remote access tools, VPNs, and other software that enable employees to work remotely.
- Document and track technical issues, resolutions, and ongoing trends in a knowledge management system for continuous improvement.
- Collaborate with internal IT teams and third-party vendors to escalate and resolve more complex technical issues.
- Provide end-user training on best practices for system usage, security protocols, and troubleshooting basic issues.
- Assist in preparing and delivering regular reports on help desk metrics, system performance, and issue trends.
- Maintain an awareness of the latest technology developments to assist with proactive troubleshooting.
Requirements :
