IT L2 Support Specialist: End-User Tech & Desk Services

Sonata Software; Nashville (TN); On-site; USD 55,000 - 75,000; Full time

Job summary

Sonata Software is seeking an IT L2 Support Specialist to bridge Level 1 helpdesk and IT teams. You will be the primary escalation point for Level 1, handle end-user hardware support, and assist in training and knowledge sharing. The role includes on-site support with travel across the US.

You will troubleshoot Windows environments, manage tickets, and coordinate with L3 and other groups to resolve issues efficiently, while maintaining strong customer service standards.

Qualifications

• 2+ years of IT Service Desk/inbound call center experience.
• Clear and accurate English communication, both written and verbal.
• Working knowledge of Windows operating systems and networks.
• Experience with ITSM ticketing tools such as ServiceNow or Remedy.

Responsibilities

• Serve as the primary escalation point for Level 1 Helpdesk issues.
• Provide Level 2 support for end-user hardware and software.
• Coaching and training for changes in the environment.
• Coordinate with L3, managers and other teams for complex issues.
• Manage incidents via ticketing systems and SLA adherence.

Skills

IT Service Desk

English communication

Windows OS

Active Directory

ServiceNow

Remedy

Tools

ServiceNow

Remedy

Active Directory

Job description

Sonata Software is seeking an IT L2 Support Specialist to bridge Level 1 helpdesk and IT teams. You will be the primary escalation point for Level 1, handle end-user hardware support, and assist in training and knowledge sharing. The role includes on-site support with travel across the US.

You will troubleshoot Windows environments, manage tickets, and coordinate with L3 and other groups to resolve issues efficiently, while maintaining strong customer service standards.