Help Desk Technician Level 2

1 week ago

Huntsville, Alabama, United States Travel Tech, LLC Full time

Helpdesk Technician – Level 2

Location: Huntsville, AL

Employment Type: Full-Time

Department: Technical Support

About Travel Tech Support

At Travel Tech Support, we specialize in providing fast, reliable, and personalized IT solutions for small businesses in the Huntsville, AL area. From helpdesk support to complete network management, we pride ourselves on delivering exceptional service that keeps our clients connected and confident.

We're growing quickly and are looking for a Helpdesk Level 2 Technician to join our team. This is a great opportunity for a skilled IT professional who's ready to take ownership of complex issues, contribute to process improvements, and help drive our mission of delivering world-class support with a personal touch.

Position Overview

As a Level 2 Helpdesk Technician at Travel Tech Support, you'll be responsible for resolving advanced technical issues escalated from Level 1. You'll work closely with clients, ensuring their systems run smoothly and that every interaction reflects our commitment to excellence. You'll also collaborate internally to improve support processes, document solutions, and mentor junior technicians.

Key Responsibilities

  • Handle escalated tickets via remote tools, phone, and email with professionalism and urgency.
  • Troubleshoot and resolve issues related to:
  • Windows and macOS environments
  • Microsoft 365 and Exchange Online
  • Networking (TCP/IP, VPN, DNS, DHCP, firewalls)
  • Printers, mobile devices, and cloud applications
  • Create and manage user accounts and permissions in Active Directory and Microsoft 365.
  • Deploy software, updates, and security patches.
  • Document resolutions and contribute to the internal knowledge base.
  • Collaborate with vendors for hardware repairs or warranty claims.
  • Assist with onboarding/offboarding processes for client employees.
  • Provide mentorship to Level 1 technicians and support team members.

Qualifications

Required:

  • 2–4 years of experience in IT helpdesk or technical support.
  • Strong knowledge of Windows 10/11, macOS, Microsoft 365, and common business applications.
  • Proficiency with Active Directory, Azure AD, and networking fundamentals.
  • Excellent troubleshooting, communication, and customer service skills.
  • Ability to prioritize and manage multiple tickets in a fast-paced environment.

Preferred:

  • CompTIA A+, Network+, or Microsoft certifications.
  • Experience with RMM and PSA tools (e.g., ConnectWise, Datto, Syncro, or similar).
  • Familiarity with cloud infrastructure and remote support technologies.

What We Offer

  • Competitive salary and performance-based bonuses.
  • Comprehensive benefits package (health, dental, vision).
  • Paid time off, holidays, and flexible scheduling.
  • Ongoing training, certification reimbursement, and career growth opportunities.
  • A collaborative team environment where your voice matters.

Why Join Us?

At Travel Tech Support, you're not just fixing computers — you're keeping small businesses running smoothly and ensuring our clients can stay connected anywhere in the world. If you're a problem-solver who thrives on helping people and learning new technologies, we'd love to hear from you.

Job Type: Full-time

Pay: $ $31.25 per hour

Expected hours: 40 per week

Benefits:

  • Dental insurance
  • Flexible schedule
  • Health insurance
  • Paid time off
  • Professional development assistance
  • Vision insurance

Work Location: In person

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