L2 Service Desk Technician

Start Date: Immediate Hours: 45 hours a week Position Overview: We are seeking a proactive and customer-focused L1/L2 Service Desk Technician to provide technical support for end users during a short-term engagement. This role will be responsible for troubleshooting and resolving IT issues, ensuring minimal downtime, and delivering a high level of service. Key Responsibilities: Serve as first and second-level support for IT service requests and incidents. Respond to support tickets, phone calls, and emails in a timely manner. Troubleshoot and resolve hardware, software, and network issues. Escalate complex issues to higher-level technical teams as needed. Document all incidents, resolutions, and follow-up actions in the ticketing system. Support user account administration (password resets, permissions, onboarding/offboarding). Provide remote and onsite technical assistance (as required). Required Skills & Experience: 1–3 years of experience in an IT service desk or technical support role Knowledge of Windows 10/11, Microsoft 365, and common business applications. Familiarity with Active Directory, basic networking, and remote support tools. Strong troubleshooting skills and customer service orientation. Ability to prioritize and manage multiple tickets effectively. Excellent communication skills, both written and verbal. Preferred Qualifications: Experience with ITSM tools (e.g., ServiceNow, Jira, Zendesk). Basic understanding of ITIL practices. You will be asked to answer the following questions when submitting a proposal: Describe your recent experience with similar projects Please list any certifications related to this project What is your current availability in hours/week?