Help Desk Level 2

Bridge Technical Talent; North Kingstown (RI); On-site; USD 52,000 - 72,000; Full time

Job summary

Bridge Technical Talent in North Kingstown, RI is seeking a permanent full-time Help Desk Technician Level 2 to provide advanced technical support onsite. The role requires working Monday to Friday, 8:30am–5:00pm, and lifting up to 50 pounds.

You will diagnose hardware, software, and network issues, configure new hardware and mobile devices, and support O365, SharePoint, OneDrive, Active Directory, and Group Policy. Collaboration with senior IT staff is expected.

Qualifications

• The candidate must have a Bachelor's degree in Computer Science or equivalent IT experience.
• Minimum of 4 years of related work experience is required.
• Strong background in networking is preferred but not required.
• Proficient in Windows Server/Windows OS and Microsoft Office Suite.

Responsibilities

• Create, manage, and resolve support tickets using the ITSM system.
• Provide high-level technical support for hardware, software, networking, and peripherals.
• Set up and configure new hardware and software for incoming team members, including imaging and provisioning.
• Maintain desktop and mobile computing environments, addressing OS and productivity software issues.
• Diagnose and resolve network issues, including DNS, DHCP, VPN access.
• Perform hardware repairs and software upgrades for IT equipment.
• Collaborate with senior IT staff on projects and deployments.
• Maintain accurate records in the knowledge base.

Skills

Networking

Windows troubleshooting

Office 365

SharePoint

Active Directory

Group Policy

Mobile devices

Hardware setup

Troubleshooting

Documentation

Education

Bachelor's degree in Computer Science or equivalent IT work experience

Tools

VMware VDI

Job description

This is a permanent full time role located in North Kingstown, RI

Must work ON SITE daily Monday-Friday. Hours are 8:30am-5:00pm

REQUIRED QUALIFICATIONS

• Bachelor's degree in Computer Science OR equivalent I.T. work experience required.
• Minimum of 4 years of related WORK experience.
• A solid technical background is required, and a strong background in Networking is preferred but not required.
• Strong troubleshooting skills with the ability to identify the root cause of problems and resolve them quickly are required. A strong understanding of Windows Server, Windows Operating System, and Microsoft Office Suite, as well as the ability to install and configure computer software, is required.
• Working knowledge of mobile devices, including iPhone, iPad, Surface, etc.
• Hands-on experience supporting O365, SharePoint, OneDrive, Active Directory, Group Policy, and Networking
• Must be motivated, self-reliant, and able to work well in a team or group environment.
• Demonstrated ability to multitask and manage simultaneous time-sensitive issues.
• Excellent written and verbal communication skills.
• Ability to lift up to 50 pounds.

PREFERRED

• Experience with VMware VDI

The Help Desk Technician, Level 2, provides advanced, hands-on technical support to end-users and ensures the seamless operation of IT systems. As a critical escalation point for Tier 1 support, this role involves diagnosing and resolving complex hardware, software, and network issues. It also plays a key role in deploying IT equipment, and maintaining a secure and responsive support environment.

The ideal candidate brings a cross-functional approach to success, is eager to collaborate across departments, and is always ready to jump in wherever needed to provide on-site IT support. Success in this position requires excellent troubleshooting ability, strong communication skills, a service-oriented mindset, and the ability to work both independently and collaboratively with senior IT staff.

RESPONSIBILITIES

• Create, manage, and resolve support tickets promptly using the IT Service Management system; elevate issues appropriately to senior IT staff or other support teams.
• Provide high-level technical support to end-users across hardware, software, networking, and peripheral issues, ensuring minimal disruption to business operations.
• Set up and configure new hardware and software for incoming team members, including laptop imaging, system setup, user account provisioning, mobile device setup (e.g., iPhones), and installation of required applications and tools.
• Maintain and troubleshoot desktop and mobile computing environments, resolving issues related to Windows/macOS operating systems, productivity suites, and standard business software.
• Diagnose and resolve network-related issues, including wired and wireless connectivity, DNS, DHCP, and VPN access.
• Perform hardware repairs and software upgrades for desktops, laptops, printers, and related IT equipment.
• Build, upgrade, and maintain computer systems, replacing or repairing hardware components as needed.
• Collaborate with senior IT staff on infrastructure projects, system rollouts, and escalated troubleshooting efforts.
• Utilize logs, diagnostic tools, and deductive reasoning to investigate and resolve complex technical issues.
• Maintain accurate records and documentation, including asset inventory, support actions, and solutions in the internal knowledge base.
• Ensure a high level of customer service, responding promptly and professionally to staff requests while managing expectations and follow-through.
• Support mobile device troubleshooting and configuration, including iPhones and other handheld equipment.
• Contribute to IT process improvements and share best practices for improving system reliability and user experience.