Help Desk Level II

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

We're Hiring: Help Desk L2 Technician | GSD

Ready to take your IT career to the next level? GSD is looking for a Help Desk L2 Technician to join our growing Managed Service Provider team, and be the experienced problem-solver our clients count on when an issue needs real expertise.

You’ll dig into tougher technical challenges, own issues from first call to final fix, and help shape how our support team works, with a team that has your back and a career path that keeps moving.

What you’ll do:

• Support clients via phone, email, and our ConnectWise ticketing system
• Troubleshoot remotely using sharp diagnostics and the right questions
• Determine the best fix and walk clients through the solution with patience and clarity
• Escalate complex issues to the next level when needed and keep clients updated until resolved
• Provide accurate guidance on IT products and services
• Document issues and resolutions, and track your time in ConnectWise
• Meet ticket SLAs and help cover scheduled night and weekend tickets as needed
• Share client feedback and suggest process improvements to make our support even better
• Provide on-site support at client locations, including equipment setup and cabling

What you bring:

• Proven experience as an L2 help desk technician or in a similar customer support role
• Strong understanding of computer systems, mobile devices, office software, databases, and remote control tools
• The ability to diagnose and resolve technical issues quickly and confidently
• Excellent communication skills and a calm, customer-first attitude
• An AS/BS in IT, Computer Science, or a related field
• Ability to pass a background check (including fingerprinting)

We invest in your growth:

• GSD covers training materials and exam fees for approved certifications, no matter which path you choose
• Study on company time, fully paid, or study on your own time and earn a cash bonus for your effort

This is where you level up. You’ll tackle more complex problems, work across a huge variety of tech environments, and grow toward L3 and beyond, with real support to get certified along the way.