Level 2 Help Desk Engineer

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 the market leader in providing technology consulting services to small and medium businesses and was named a finalist for the annual Best Places to Work Contest. Above all, we're looking for a culture fit. We're extremely honest, don't bring our egos to work, LOVE to laugh and have fun, enjoy the challenge of working together towards a common goal, are good at what we do, and deliver results. Sound like a place where you'd fit right in? We'd love to talk with you.

About You

You’re the go-to person for solving complex technical problems and thrive on variety, growth, and mentoring others. You follow documented processes, communicate clearly, and deliver consistent, positive outcomes for users and teammates. If you’re ready to tackle advanced challenges and help elevate our team, this is the role for you.

Role Summary

As an L2 Helpdesk Engineer, you are the escalation point for advanced technical issues and support requests. You’ll resolve complex endpoint, server, and network problems, perform in-depth diagnostics, resolve Security alerts and implement solutions requiring deeper technical expertise. You’ll assist with onboarding/offboarding tasks involving custom configurations, mentor L1 engineers, and collaborate with L3 engineers on critical incidents. Your regular work schedule will follow Eastern Time (ET), including adjustments for daylight saving time.

Schedule & Work Location

• Hybrid position with office in Phoenix
• Occasional work outside of standard hours as needed.
• Participation in a rotating on-call schedule.

Job Duties

• Escalated Support: Handle advanced troubleshooting for endpoint, server, and network issues escalated from L1 engineers
• Documentation: Create and update documentation within itSynergy standards; maintain detailed records in ITGlue.
• Remote Support: Provide remote hardware/software troubleshooting for servers, desktops, virtual devices, and network devices.
• Patch & Security: Perform server and workstation patch remediation; virus/malware cleanup; basic security incident response.
• Network & Virtualization: Install, support, and troubleshoot switches, wireless access points, routers, firewalls, and basic virtualization platforms (Hyper-V, VMWare).
• User Administration: Advanced account and access administration (Active Directory, Microsoft 365, MFA, permissions).
• Backup & Recovery: Implement, manage, and troubleshoot backups.
• Application Support: Support industry-specific and common business applications (e.g., QuickBooks, Sage 50).
• Mentorship: Provide advice, training, and guidance to L1 engineers and end users.
• Vendor Coordination: Work with third-party technology vendors on behalf of itSynergy’s clients.

Education

• High School Diploma (or equivalent)
• Three or more years of related experience, ideally with a Managed Service Provider.
• Valid driver’s license and reliable transportation
• Able to lift up to 50 lbs.

Skill

• Advanced troubleshooting and critical thinking skills.
• Familiarity with VDI such as AWS a huge plus.
• Process-driven; strong attention to detail; documents everything.
• Team-oriented; comfortable independently executing complex tasks.
• Ability to research and elevate appropriately.

Compensation

$65,000-$80,000 Per Year

Position Type

Full-Time

• Health Insurance - employer pays 80%
• Short-term & long-Term Disability - employer pays 100%
• $50K Life Insurance - Employer pays 100%
• 401k - employer matches up to 5%
• 2 weeks vacation (additional week every 5 years); paid sick days, paid personal days
• Continuing Education - Employer pays 100% of approved certifications

Growth

We invest in your professional development, approved certifications are fully covered and recognized with possible bonuses.