Level 2 Help Desk Engineer

About Us

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.

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)
• IT coursework/certifications a plus (CompTIA A+, Network+, Microsoft MD-102, AZ-900 encouraged)
• 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 escalate appropriately.

Compensation

$65,000-$80,000 Per Year

Position Type

Full-Time

Benefits

• Health Insurance - employer pays 80%
• Dental & Vision - employer pays 100%
• 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.