Help Desk Level 2 (Contract)Blue Star Partners • Chicago, IL, US
Help Desk Level 2 (Contract)
Blue Star Partners • Chicago, IL, US
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- serp_jobs.job_card.full_time
job_description.job_card.job_descriptionReview and resolve open problem tickets or escalate them appropriately Follow Standard Operating Procedures (SOPs) and Business Operating Procedures (BOPs) Provide clear and effective communication with end-users and internal teams Document issue resolution steps and update knowledge base entries Support and troubleshoot Windows-based applications, modems, browsers, and network utilities Reset user accounts, Internet proxy settings, and network passwords Administer SharePoint sites and assist with application installations and setup Participate in meetings with managers and stakeholders to support vendor onboarding and other operational initiatives Bachelor's degree in IT-related field OR at least 4 years of direct IT experience Minimum of 10 years in a technical support or help desk role Proficiency with troubleshooting Windows-based environments Strong interpersonal, customer service, and communication skills Ability to work independently and escalate appropriately in a fast-paced setting Experience supporting a wide range of users, including senior managers Knowledge of Atlassian Products, specifically Jira Service Management (JSM) Experience working directly with IT teams and departmental managers Background in SharePoint Administration Familiarity with API integrations and tool-based automation Fully remote role with regular collaboration via Slack, Microsoft Teams, and email Frequent meetings with ADC employees and managers Highly collaborative team environment within the Application Operations group
Job Title : Help Desk Level 2
Location : Remote
Period : 06 / 02 / 2025 to 06 / 02 / 2026 – Strong potential for extension or conversion
Hours / Week : 40 hours
Rate : $30-$40 / hour (Hours over 40 will be paid at Time and a Half)
Contract Type : W-2
Position
We are seeking an experienced Help Desk Level 2 professional to join our client's remote Application Operations (AppOps) team. This role plays a key part in resolving technical issues escalated from Level 1 support, managing incident resolution, and supporting a wide range of tools and platforms. Ideal candidates will have excellent communication skills, a strong technical background, and the ability to thrive in a fast-paced, remote work environment.
Scope of Services
The Help Desk Level 2 consultant will :
- Resolve or escalate technical issues logged by Level 1 analysts
- Respond to tickets within established SLA timelines
- Troubleshoot software, hardware, and connectivity issues
- Collaborate with AppOps team members and ADC Managers
- Deliver high-quality customer service and technical support
- Participate in team projects and administrative tasks as needed
Responsibilities & Deliverables
Required Skills & Qualifications
Preferred Qualifications (Nice-to-Have)
Work Environment
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