IT Service Desk Technician — Level 2 Support

RPMGlobal; Northern (KY); Hybrid; USD 42,000 - 72,000; Full time

Job summary

NESL is seeking a Service Desk Technician to diagnose and resolve hardware, software, connectivity, and end-user issues while delivering strong customer service. Level 1 handles frontline support; Level 2 tackles advanced problems and coordinates with Level 3 and vendors as needed.

Responsibilities include logging incidents, guiding Level 1, performing advanced troubleshooting, and maintaining thorough documentation and knowledge management to improve end-user experience.

Qualifications

• Level 1 requires a high school diploma or GED with 1–2 years of IT support experience.
• Level 2 requires a high school diploma or GED with 5+ years of IT support experience; or an associate or bachelor’s degree in computer science, information technology, or a related field with 3+ years of experience.
• Level 1 certifications preferred: CompTIA A+ and HDI Support Center Analyst; required within the first year.
• Level 2 certifications required/preferred: CompTIA A+, HDI Support Center Analyst, ITIL Foundation (preferred; required within first year), HP Self-Maintainer (required within first year).
• Key competencies emphasize analytical thinking, troubleshooting, communication, and customer service.

Responsibilities

• Log, prioritize, track, and document incidents and service requests; resolve common hardware, software, account, printing, connectivity, and mobile device issues; escalate to Level 2 with proper documentation.
• Perform advanced troubleshooting for Level 2; support specialized and business-critical systems; coordinate with Level 3 or vendors for complex issues.
• Provide end-user hardware, software, and network connectivity support; configure, deploy, troubleshoot, replace, and maintain end-user technology.
• Document troubleshooting steps, resolutions, and workarounds; contribute to knowledge management and process improvement.

Skills

Strong analytical

Troubleshooting

Problem-solving

Excellent communication

Customer service

Education

High school diploma or GED

Associate or Bachelor’s degree in CS/IT

Job description

NESL is seeking a Service Desk Technician to diagnose and resolve hardware, software, connectivity, and end-user issues while delivering strong customer service. Level 1 handles frontline support; Level 2 tackles advanced problems and coordinates with Level 3 and vendors as needed.

Responsibilities include logging incidents, guiding Level 1, performing advanced troubleshooting, and maintaining thorough documentation and knowledge management to improve end-user experience.