Level 2 IT Help Desk

Job Summary:

• Location: Santo Domingo [WFH]
• English: Advanced
• Schedule: 9:00 AM-6:00 PM, Monday to Friday (ET)

Job Title: Level 2 IT Help Desk Technician

Location: Dominican Republic (MOST)

Job Type: Full-Time

About the Role:

We are seeking a skilled and customer-focused Level 2 IT Help Desk Technician to join our growing IT support team. This individual will play a key role in resolving more complex technical issues escalated from Level 1 support, ensuring minimal downtime and optimal system performance for end users. The ideal candidate will possess strong troubleshooting skills, a solid understanding of IT systems, and a passion for delivering excellent service.

Key Responsibilities:

• Provide second-tier support for hardware, software, and network-related issues.
• Respond to tickets escalated from Level 1 Help Desk support and ensure timely resolution.
• Diagnose and resolve issues related to desktops, laptops, printers, mobile devices, operating systems, and business applications.
• Assist in the administration and maintenance of user accounts, permissions, and email systems (e.g., Active Directory, Exchange, O365).
• Support and troubleshoot network issues including VPN, DNS, DHCP, and Wi-Fi connectivity.
• Install, configure, and maintain software and hardware.
• Document issues, troubleshooting steps, and solutions in the ticketing system.
• Collaborate with other IT team members and departments to ensure efficient issue resolution.
• Provide guidance and mentoring to Level 1 support staff when needed.
• Participate in projects such as system upgrades, deployments, and migrations.

Qualifications:

• Associate or Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent work experience).
• 2+ years of experience in a help desk or technical support role.
• Strong knowledge of Windows OS, Mac OS, and common business applications (MS Office, Outlook, etc.).
• Experience with Active Directory, Office 365 administration, and remote desktop tools.
• Solid understanding of basic networking concepts (TCP/IP, DNS, DHCP, VPN).
• Excellent problem-solving and communication skills.
• Ability to work independently as well as part of a team.
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft certifications) are a plus.

Working Conditions:

• Remote
• May require occasional after-hours support or weekend availability.
• Ability to lift and move equipment as needed.