Service Desk level 2

About This Role

Kforce is recruiting for a client seeking a Service Desk Level 2 technician. The role provides advanced technical support (Level II) to end users across multiple locations, troubleshooting and resolving complex technology issues while ensuring accurate documentation and adherence to SLAs.

Key Responsibilities:

• Provide Level II support for PCs, printers, peripherals, mobile devices, and related technologies.
• Troubleshoot Windows 11/Current OS, Microsoft 365, Active Directory/Entra ID, MFA, VPN, remote access, network connectivity, and wireless devices.
• Document, prioritize, track, and resolve incidents and service requests while meeting established SLAs and escalation procedures.
• Install, configure, deploy, replace, and remove hardware and software efficiently.
• Support endpoint management, including device enrollment, software deployment, patching, and policy enforcement.
• Assist with user accounts, password resets, group membership, permissions, and access issues.
• Fully comply with cybersecurity procedures and escalate suspected security incidents or unauthorized access concerns immediately.
• Maintain hardware, software, licensing, and IT asset inventories accurately.
• Train users on new technology, MFA implementation, remote access protocols, and supported applications.
• Participate in technology deployments, upgrades, special projects, and rotating after-hours support as needed.