L1/L2 IT Service Desk Technician

Red Cup IT, Inc.; United States; On-site; USD 42,000 - 68,000; Full time

Job summary

Red Cup IT, Inc. is seeking a Level 1 & 2 IT Support Technician to maintain the health of our hardware, software, and network infrastructure. You will be the first and second line of defense for technical issues, resolving many at first contact and escalating to senior engineers when needed.

The role involves provisioning devices, deploying OS updates, managing user access, and ensuring secure, reliable connectivity across the office. Strong problem solving and communication are essential.

Qualifications

• Experience with Windows 10/11, macOS, Linux environments.
• Familiarity with Microsoft 365, Google Workspace, AWS, Azure.
• Ability to document steps and explain concepts in plain English.

Responsibilities

• Act as first point of contact for issues via ticket, phone, chat, or walk-up.
• Troubleshoot issues at first touch and escalate when needed.
• Maintain hardware/software lifecycle, including imaging and device provisioning.
• Support network connectivity and basic router/switch issues.
• Create SOPs and knowledge base articles for IT team.

Skills

Windows/macOS/Linux experience

Communication skills

Customer support

Tools

Jira

HaloPSA

Remote Desktop

RMM tools

Active Directory

Okta

Job description

Level 1 & 2 IT Support Technician

We are seeking a Level 1 & 2 IT Support Technician to maintain the health of our hardware, software, and network infrastructure. You will serve as the first and second line of defense for technical issues — resolving what you can at first contact, digging deeper on escalated problems, and minimizing downtime through rapid incident response.

Key Responsibilities

1. Tiered Troubleshooting & Technical Support

   This is the "bread and butter" of the role.

   • Serving as the first point of contact for all incoming issues via ticket, phone, chat, or walk-up.
   • Resolving common issues at first touch: password resets, account lockouts, printer problems, basic software errors, and connectivity drops.
   • Accurately logging, categorizing, and prioritizing tickets in the ticketing system (Jira, HaloPSA, or similar).
2. Level 2 (Escalated Support)
   • Diagnosing and resolving escalated issues: software glitches, hardware malfunctions, and "ghost in the machine" bugs that L1 couldn't close.
   • Performing root cause analysis on recurring incidents.
   • Escalating to senior engineers (L3) with clear documentation of troubleshooting steps already taken.
3. Hardware & Software Lifecycle
   • Provisioning: Setting up new laptops, workstations, and mobile devices for employees, including imaging and MDM enrollment.
   • Installation: Deploying OS updates (Windows, macOS, Linux) and enterprise software suites.
   • Maintenance: Performing hardware repairs or coordinating with vendors for warranty replacements.
4. Network & Infrastructure Support
   • Ensuring devices can connect to local Wi-Fi, Ethernet, and VPN.
   • Basic troubleshooting of routers, switches, and access points; escalating complex network issues to senior engineers.
   • Managing peripherals such as network printers, VOIP phones, and video conferencing equipment.
5. User Access & Security
   • Identity Management: Creating, modifying, and offboarding user accounts via Active Directory or Okta.
   • Security Compliance: Ensuring all devices have updated endpoint protection, disk encryption, and multi-factor authentication (MFA) enabled.
   • Data Recovery: Assisting users with file backups and recovering lost data.
6. Documentation & Training
   • Writing and updating Standard Operating Procedures (SOPs) and knowledge base articles for the internal IT team.
   • Creating "How-to" guides for non-technical staff to promote self-service and reduce repeat tickets.

Essential Skills & Requirements

• Operating Systems Windows 10/11, macOS, Windows Server, Linux (Ubuntu/CentOS)
• Cloud/SaaS Microsoft 365, Google Workspace, AWS, Azure
• Ticketing & Remote Tools Jira, HaloPSA, remote desktop/RMM tools
• Soft Skills Patience, active listening, and the ability to explain complex tech in "plain English"
• Certifications CompTIA A+, Network+, Microsoft 365 Certified, or ITIL Foundation (preferred)