Level 2 Engineer (IT Service Desk Technician)

WorkSmart (Germany); North Carolina; Hybrid; USD 50,000 - 70,000; Full time

Benefits offered by this job

Health, Dental, and Vision insurance

401(k) with company match

Short- and Long-Term Disability

Paid volunteer days (up to 4 per year)

Overtime pay (Fluctuating Work Week)

Job summary

WorkSmart (Germany) in the United States (North Carolina) is seeking a Level 2 Service Desk Technician to provide advanced end-user support and troubleshooting for Windows, Mac, and enterprise systems across multiple client environments.

You will handle escalations from Level 1, perform root-cause analysis, and collaborate with Level 3 and infrastructure teams. This hybrid role involves occasional on-site client visits and a focus on user-friendly IT support and documentation.

Qualifications

• Associate or bachelor's degree in Information Technology, Computer Science, or related field.
• 2–4 years of IT support or service desk experience.
• Strong knowledge of Windows and macOS, Microsoft 365, Active Directory, and networking.
• Experience with remote support tools and PSA platforms (e.g., ConnectWise).
• Excellent problem-solving, communication, and customer service skills.
• Certifications (e.g., CompTIA Network+, Microsoft Modern Desktop, ITIL) are a plus.

Responsibilities

• Respond to and resolve escalated service desk tickets from Level 1 technicians.
• Troubleshoot and resolve issues related to operating systems, business applications, hardware, and network connectivity.
• Perform root cause analysis and implement long-term solutions to recurring problems.
• Support user account management, including Active Directory, Exchange, and other enterprise systems.
• Assist with system upgrades, patch management, and deployment of new technologies.
• Document solutions and contribute to the knowledge base for future reference.
• Collaborate with Level 3 support and infrastructure teams when necessary.
• Provide mentorship and guidance to Level 1 technicians.
• Ensure compliance with IT policies, procedures, and security standards.

Skills

Analytical skills

Customer service

Communication

Problem-solving

Team collaboration

Education

Associate or Bachelor's degree in IT/CS

Tools

ConnectWise

Microsoft 365

Active Directory

Job description

Description

We're looking for IT professionals who will thrive working with multiple corporate clients to help them support, manage, and plan their IT infrastructure. Mainly operating in Windows environments, most of our clients are small businesses with little or no IT expertise in-house. We're not just looking for the best technical talent, we're also looking for folks who interact well with users - whether they're administrative staff or the business owner!

The Level 2 Service Desk Technician provides advanced technical support to end-users by resolving escalated issues from Level 1 support and performing deeper troubleshooting across hardware, software, and network systems. This role requires strong analytical skills, a solid technical foundation, and the ability to work independently or collaboratively to resolve complex IT problems.

Key Responsibilities

• Respond to and resolve escalated service desk tickets from Level 1 technicians.
• Troubleshoot and resolve issues related to operating systems, business applications, hardware, and network connectivity.
• Perform root cause analysis and implement long-term solutions to recurring problems.
• Support user account management, including Active Directory, Exchange, and other enterprise systems.
• Assist with system upgrades, patch management, and deployment of new technologies.
• Document solutions and contribute to the knowledge base for future reference.
• Collaborate with Level 3 support and infrastructure teams when necessary.
• Provide mentorship and guidance to Level 1 technicians.
• Ensure compliance with IT policies, procedures, and security standards.

Requirements

• Associate or bachelor's degree in Information Technology, Computer Science, or related field.
• 2-4 years of experience in IT support or service desk roles.
• Strong knowledge of Windows and Mac operating systems, Microsoft 365, Active Directory, and networking fundamentals.
• Experience with remote support tools and PSA platforms (e.g., ConnectWise).
• Excellent problem-solving, communication, and customer service skills.
• Relevant certifications (e.g., CompTIA Network+, Microsoft Certified: Modern Desktop Administrator, ITIL) are a plus.

You'll also need:

• Excellent communication (written and oral) skills
• Excellent documentation and record-keeping skills
• The desire and ability to learn new technology

This is a hybrid position. Employees will work both on-site and remotely. Employees may be required to visit local client sites occasionally.

Benefits

• This is a full-time salaried position with excellent benefits.
• Overtime pay, even though it is a salaried position (Fluctuating Work Week)
• Health, Dental, and Vision insurance
• Short- and Long-Term Disability, plus Basic Life, at no cost to you
• 401(k) with corporate match
• Wellbeing reimbursement
• Up to 4 paid days per year for volunteer activities

Core Values

Our core values define our culture and how we approach working with clients, hiring new teammates, and rewarding each other, and they even allow us to consider when someone is not a good fit. We all use these core values as a filter through which we make decisions. By embodying these values as an organization and as individuals, we will continue to grow and succeed.

Be Curious

We embrace curiosity as a driver of growth and innovation. Being curious means asking questions, seeking new perspectives, and continuously learning. It’s about challenging assumptions, exploring possibilities, and staying open to change.

Be A Good Steward

We responsibly manage the resources entrusted to us - time, talent, capital, and relationships with care and integrity. Being a good steward means acting with long-term vision, making thoughtful decisions, and leaving things better than we found them.

Put People First

We prioritize people in every decision and interaction. By leading with empathy, respect, and care, we create a culture where individuals feel valued, supported, and empowered to thrive. When people come first, everything else follows.

Be Accountable

We take ownership of our actions and outcomes. Being accountable means following through on commitments, learning from mistakes, and holding ourselves to the highest standards of integrity and performance. We own the results - good or bad - and strive to continuously improve.