L1/L2 IT Service Desk Technician

Responsibilities

We are representing a confidential technology services organization seeking an L1/L2 IT Service Desk Technician to maintain hardware, software, and network infrastructure. You will serve as the first and second line of defense for technical issues, resolving incidents at first contact when possible and performing deeper diagnostics on escalated problems.

Your day-to-day will include:

• Acting as first point of contact for incoming tickets via phone, chat, email, or walk-up support
• Resolving Level 1 issues: password resets, account lockouts, printer problems, basic software errors, and connectivity drops
• Diagnosing and resolving Level 2 escalations including software glitches, hardware malfunctions, and recurring technical incidents
• Performing root cause analysis and documenting troubleshooting steps clearly before escalating to senior engineers
• Provisioning new laptops, workstations, and mobile devices including OS imaging and MDM enrollment
• Deploying OS updates across Windows, macOS, and Linux environments and installing enterprise software suites
• Troubleshooting Wi-Fi, Ethernet, and VPN connectivity issues; performing basic router, switch, and access point diagnostics
• Managing network printers, VOIP phones, and video conferencing equipment
• Creating, modifying, and offboarding user accounts in Active Directory or identity platforms
• Ensuring security compliance: endpoint protection, disk encryption, and multi-factor authentication
• Writing and updating SOPs and knowledge base articles for both the IT team and end users

What We're Looking For

• Hands-on experience with Windows 10/11, macOS, Windows Server, and Linux (Ubuntu or CentOS)
• Working knowledge of Microsoft 365, Google Workspace, and cloud platforms such as AWS or Azure
• Experience with ticketing systems (Jira, HaloPSA, or similar) and remote desktop/RMM tools
• Strong troubleshooting mindset with the ability to perform tiered support from L1 through L2
• Excellent communication skills: patience, active listening, and the ability to explain technical concepts in plain language
• CompTIA A+, Network+, Microsoft 365 Certified, or ITIL Foundation certification preferred
• Ability to manage hardware lifecycle tasks including provisioning, installation, and coordinating warranty replacements
• Understanding of identity management and security best practices

How We Work with You

Our talent team at Get A Job.ai will guide you through the entire process. When you apply through our platform, a recruiter will screen your background and skills. If there is a strong match, we will submit your profile to our client for consideration. Please do not contact the client directly—all communication flows through Get A Job.ai to ensure a smooth and professional experience.

Pay

Compensation details will be discussed during the screening process and are based on experience and qualifications.

Equal Opportunity: Get A Job.ai is committed to inclusive hiring practices and welcomes candidates from all backgrounds.