Help Desk Level 2/onsite

We are seeking a skilled and customer-focused Help Desk Analyst Level 2 to join our client based in Lower Bucks County.
This role is ideal for a problem-solving professional who thrives in a fast-paced environment, with a strong ability to resolve complex technical issues and provide exceptional service to end-users. As a Level 2 Analyst, you will be responsible for troubleshooting and resolving a wide range of technical issues across hardware, software, and networking environments.

Key Responsibilities:

• Provide advanced technical support to end-users, resolving issues escalated from Level 1 Help Desk teams, ensuring timely resolution and excellent service.
• Troubleshoot and diagnose technical issues related to desktops, laptops, operating systems (Windows/macOS/Linux), and network connectivity.
• Manage, prioritize, and resolve incidents and service requests within established SLAs.
• Assist with system upgrades, patches, and configurations to maintain system performance.
• Support and maintain remote access tools, VPNs, and other software that enable employees to work remotely.
• Document and track technical issues, resolutions, and ongoing trends in a knowledge management system for continuous improvement.
• Collaborate with internal IT teams and third-party vendors to escalate and resolve more complex technical issues.
• Provide end-user training on best practices for system usage, security protocols, and troubleshooting basic issues.
• Assist in preparing and delivering regular reports on help desk metrics, system performance, and issue trends.
• Maintain an awareness of the latest technology developments to assist with proactive troubleshooting.

Requirements:

• Proven experience in a Level 2 Help Desk or IT Support role, with at least 3 years in troubleshooting and support.
• Strong knowledge of Windows, macOS, and Linux operating systems, along with troubleshooting experience on both desktop and server environments.
• Experience with Active Directory, Microsoft Exchange, Office 365, and remote desktop tools.
• Familiarity with network protocols (TCP/IP, DNS, DHCP, VPN) and basic networking concepts.
• Excellent communication skills, with the ability to translate technical jargon into clear, understandable language for non-technical users.
• Strong problem-solving and analytical skills with a detail-oriented approach to work.
• Ability to work well under pressure and manage multiple tasks in a dynamic environment.
• Relevant certifications such as CompTIA A+, Microsoft Certified Professional (MCP), ITIL Foundation, or equivalent are a plus.