L2 Help Desk Engineer (Hybrid, Certifications Covered)

itSynergy; Phoenix (AZ); Hybrid; USD 65,000 - 80,000; Full time

Benefits offered by this job

Health insurance (80%)

Disability insurance (short/long-term)

Life insurance $50K (employer pays)

401k with 5% match

Paid vacation & sick/personal days

Continuing Education covered

Job summary

itSynergy is seeking a driven L2 Helpdesk Engineer in Phoenix, AZ to escalate and resolve complex endpoint, server, and network issues. You will mentor L1 staff, collaborate with L3 engineers on incidents, and support onboarding/offboarding with configured environments.

Hybrid work with an office in Phoenix, occasional outside-hours shifts, and on-call participation. Compensation ranges from $65,000 to $80,000, with strong benefits including health, disability, and 401(k) matching.

Qualifications

• 3+ years of Managed Service Provider experience or similar environment.
• Strong problem-solving and documentation abilities.
• Experience with endpoint, server, and network troubleshooting.

Responsibilities

• Handle escalated troubleshooting for endpoint, server, and network issues.
• Create and update documentation within ITGlue and company standards.
• Provide remote hardware/software troubleshooting for servers, desktops, and network devices.
• Perform server and workstation patch remediation and basic security tasks.
• Install, support, and troubleshoot virtualization platforms (Hyper-V, VMware).
• Manage advanced Active Directory, Microsoft 365, MFA, and permissions.
• Implement backups and participate in recovery planning.
• Mentor L1 engineers and collaborate with L3 on critical incidents.
• Coordinate with third-party vendors on client projects.

Skills

Advanced troubleshooting

Critical thinking

VDI (AWS) familiarity

Process-driven

Attention to detail

Documentation

Team player

Independent work

Research skills

Education

High School Diploma

3+ years MSP experience

Driver's license

Ability to lift up to 50 lbs

Tools

Active Directory

Microsoft 365

MFA

ITGlue

Hyper-V

VMware

AWS

Job description

itSynergy is seeking a driven L2 Helpdesk Engineer in Phoenix, AZ to escalate and resolve complex endpoint, server, and network issues. You will mentor L1 staff, collaborate with L3 engineers on incidents, and support onboarding/offboarding with configured environments.

Hybrid work with an office in Phoenix, occasional outside-hours shifts, and on-call participation. Compensation ranges from $65,000 to $80,000, with strong benefits including health, disability, and 401(k) matching.