Help Desk L2 Technician — Growth Path + Certs Paid

GSD Technologies; Hanover Park (IL); On-site; USD 55,000 - 75,000; Full time

Job summary

GSD Technologies is hiring a Help Desk L2 Technician to join our growing MSP team. You will be the experienced problem-solver clients rely on when issues require real expertise, owning problems from first call to final fix.

You’ll support clients via phone, email, and ConnectWise, troubleshoot remotely, walk clients through solutions, escalate when needed, document outcomes, meet SLAs, and provide on-site support at client locations.

Qualifications

• Proven experience as an L2 help desk technician or similar customer support role.
• Strong diagnostic and problem-solving skills across computer systems, devices, software, and remote tools.
• Excellent communication and a calm, customer-first approach.
• Ability to pass a background check (fingerprinting where required).

Responsibilities

• Support clients via phone, email, and ConnectWise ticketing system.
• Troubleshoot remotely using diagnostics and asking the right questions.
• Diagnose issues and guide clients through solutions with clarity.
• Escalate complex issues when needed and keep clients updated.
• Provide accurate guidance on IT products and services.
• Document issues and resolutions, and track time in ConnectWise.
• Meet ticket SLAs and cover scheduled night/weekend shifts as needed.
• Provide on-site support at client locations, including equipment setup and cabling.

Skills

L2 Help Desk

Troubleshooting

Communication

Remote Support

Education

AS/BS IT or CS

Tools

ConnectWise

Job description

GSD Technologies is hiring a Help Desk L2 Technician to join our growing MSP team. You will be the experienced problem-solver clients rely on when issues require real expertise, owning problems from first call to final fix.

You’ll support clients via phone, email, and ConnectWise, troubleshoot remotely, walk clients through solutions, escalate when needed, document outcomes, meet SLAs, and provide on-site support at client locations.