L1/L2 IT Service Desk Technician at Red Cup IT, Inc.

About The Role

Level 1 & 2 IT Support Technician

We are seeking a Level 1 & 2 IT Support Technician to maintain the health of our hardware, software, and network infrastructure. You will serve as the first and second line of defense for technical issues — resolving what you can at first contact, digging deeper on escalated problems, and minimizing downtime through rapid incident response.

Key Responsibilities

Tiered Troubleshooting & Technical Support

This is the "bread and butter" of the role.

Level 1 (First Contact)

Serving as the first point of contact for all incoming issues via ticket, phone, chat, or walk-up.
Resolving common issues at first touch: password resets, account lockouts, printer problems, basic software errors, and connectivity drops.
Accurately logging, categorizing, and prioritizing tickets in the ticketing system (Jira, HaloPSA, or similar).

Level 2 (Escalated Support)

Diagnosing and resolving escalated issues: software glitches, hardware malfunctions, and "ghost in the machine" bugs that L1 couldn't close.
Performing root cause analysis on recurring incidents.
Escalating to senior engineers (L3) with clear documentation of troubleshooting steps already taken.

Hardware & Software Lifecycle

Provisioning

Setting up new laptops, workstations, and mobile devices for employees, including imaging and MDM enrollment.

Installation

Deploying OS updates (Windows, macOS, Linux) and enterprise software suites.

Maintenance

Performing hardware repairs or coordinating with vendors for warranty replacements.

Network & Infrastructure Support

Responsible for the "last mile" of connectivity

Ensuring devices can connect to local Wi-Fi, Ethernet, and VPN.
Basic troubleshooting of routers, switches, and access points; escalating complex network issues to senior engineers.
Managing peripherals such as network printers, VOIP phones, and video conferencing equipment.

User Access & Security

Identity Management

Creating, modifying, and offboarding user accounts via Active Directory or Okta.

Security Compliance

Ensuring all devices have updated endpoint protection, disk encryption, and multi-factor authentication (MFA) enabled.

Data Recovery

Assisting users with file backups and recovering lost data.

Documentation & Training

A great technician doesn't just fix a problem; they make sure it's easier to fix next time.
Writing and updating Standard Operating Procedures (SOPs) and knowledge base articles for the internal IT team.
Creating "How-to" guides for non-technical staff to promote self-service and reduce repeat tickets.