IT Service Desk Technician, Level 2

$64,480 - $64,480/Yr

Rom Technologies - Brookfield, CT

Full-time - Mid Level

Brookfield, CT

About the position

ROMTech is seeking a skilled and motivated Level 2 Service Desk Technician to provide advanced technical support to end-users for hardware, software, network, and other IT-related issues. This role involves troubleshooting complex problems, collaborating with Level 1 technicians, and ensuring optimal system performance. The technician will also assist in system upgrades and maintain security measures, reporting directly to the IT Service Delivery Manager.

Responsibilities

• Provide advanced troubleshooting and support for hardware, software, network, and peripheral issues.
• Resolve complex technical problems escalated from Level 1 Helpdesk Technicians.
• Assist end-users via phone, email, remote access, and in-person support.
• Track, prioritize, and manage multiple support tickets and requests.
• Document all support activities, resolutions, and follow-up actions in the ticketing system.
• Ensure timely resolution of issues.
• Perform routine system maintenance, updates, and patches for various IT systems.
• Assist with the deployment and configuration of new hardware and software.
• Ensure the security and integrity of IT systems by implementing appropriate measures.
• Work closely with Level 1 technicians to provide guidance and mentorship.
• Escalate unresolved issues to Level 3 support or external vendors as necessary.
• Collaborate with other IT team members on projects and initiatives.
• Create and update user guides, FAQs, and technical documentation.
• Provide support in training sessions and workshops for end-users on IT topics.
• Stay updated with the latest industry trends and technologies to provide effective support.

Requirements

• 2-4 years of experience in an IT support role, with at least 1 year in a Level 2 capacity.
• Proficiency in Windows and Mac operating systems, Microsoft Office Suite, and common enterprise software.
• Knowledge of networking concepts, including TCP/IP, DNS, DHCP, and VPN.
• Experience with OKTA, Active Directory, Group Policy, and other directory services.
• Familiarity with ITIL practices and ticketing systems (e.g., ServiceNow, Jira).
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.
• High level of customer service orientation and patience.
• Ability to lift and transport moderately heavy objects, such as computers and peripherals.
• Availability for occasional after-hours support.

Nice-to-haves

• Experience with ServiceNow and ITIL practices.
• Familiarity with health technology or medical devices.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance