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Compensation: $28-$30/hr 

Location: Nashville, TN

Position: Level 2 Help Desk Engineer 

Inceed has partnered with a great company to help find a skilled Level 2 Help Desk Engineer to join their team!

This role serves as a senior escalation point within the IT support team, handling more complex technical issues that go beyond Level 1 support. The Level 2 Technician provides advanced troubleshooting across hardware, software, networking, and systems environments while ensuring a high level of customer service. This is a great opportunity for someone who enjoys deep problem-solving, mentoring junior technicians, and working in a fast-paced environment.

Responsibilities:

• Handle escalated Level 1 tickets and provide advanced technical support
• Troubleshoot complex issues across hardware, software, servers, networking, and cloud environments
• Support Active Directory, user accounts, Group Policy, and Microsoft 365 environments
• Diagnose and resolve issues in Windows Server, virtualization, and enterprise networks
• Document troubleshooting steps and resolutions in ticketing systems
• Create and improve SOPs, KB articles, and support documentation
• Mentor and support Level 1 technicians
• Monitor RMM alerts and proactively resolve system issues
• Ensure SLA compliance and maintain strong client communication

Required Qualifications & Experience:

• 2–3+ years of IT helpdesk or support experience with escalation-level troubleshooting
• Strong knowledge of Windows OS, macOS, and basic Linux environments
• Experience with networking fundamentals (TCP/IP, DNS, DHCP, VLANs, VPNs, firewalls)
• Hands-on experience with Active Directory, Group Policy, Exchange/M365, and Azure AD
• Familiarity with VMware or Hyper-V
• Strong troubleshooting and analytical problem-solving skills
• Excellent communication and ability to support both technical and non-technical users

Nice to Have Skills & Experience:

• MSP experience
• RMM tool experience (ConnectWise, NinjaRMM, etc.)
• IT certifications (A+, Network+, Security+, Microsoft certifications, etc.)
• Apple support experience or Apple certifications
• Vendor-specific certifications

Perks & Benefits:

• 3 different medical health insurance plans, dental, and vision insurance
• Voluntary and Long-term disability insurance
• Paid time off, 401k, and holiday pay
• Weekly direct deposit or pay card deposit

Other Information:

• Senior escalation role
• Heavy focus on troubleshooting, mentorship, and customer support excellence
• Strong opportunity for technical growth into engineering or Level 3 support paths

If you are interested in learning more about the Level 2 Help Desk Engineer opportunity, please submit your resume for consideration. We are unable to provide sponsorship at this time.

We are Inceed, a staffing direct placement firm who believes in the possibility of something better. Our mission is simple” We’re here to help every person, whether client, candidate, or employee, find and secure what’s better for them.

Inceed is an equal opportunity employer. Inceed prohibits discrimination and harassment of any type and affords equal employment opportunities to employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

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