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Help Desk Level Two Jobs in Indiana (NOW HIRING)

Beacon Health System

Help Desk Analyst

Granger, IN · On-site

$18.50 - $25/hr

Assigning appropriate case level to incidents and assigning appropriate response levels ... A minimum of two years of help desk or related experience (in the repair and/or diagnosis of PC ...

Beacon Health System

Help Desk Analyst

Granger, IN

$18.50 - $25/hr

Assigning appropriate case level to incidents and assigning appropriate response levels ... A minimum of two years of help desk or related experience (in the repair and/or diagnosis of PC ...

Lids

Help Desk Technician

Indianapolis, IN

$19 - $25.75/hr

Minimum 2 years' experience providing Help Desk support to medium-sized companies * Excellent communication and interpersonal skills * Strong problem solving and communication skills * In-depth ...

Family Express Corporation

Help Desk Associate

Valparaiso, IN · On-site

$18.50 - $25/hr

The Help Desk Associate is the first level of response and support for our stores and end-users. The position is responsible for answering, collaborating commenting, troubleshooting, and providing ...

Lids

Help Desk Technician

Indianapolis, IN

$19 - $25.75/hr

Minimum 2 years' experience providing Help Desk support to medium-sized companies * Excellent communication and interpersonal skills * Strong problem solving and communication skills * In-depth ...

Lids

Help Desk Technician

Indianapolis, IN

$19 - $25.75/hr

Minimum 2 years' experience providing Help Desk support to medium-sized companies * Excellent communication and interpersonal skills * Strong problem solving and communication skills * In-depth ...

FAMILY EXPRESS CORPORATION

Help Desk Associate

Valparaiso, IN · On-site

$15.75 - $21.25/hr

The Help Desk Associate is the first level of response and support for our stores and end-users. The position is responsible for answering, collaborating commenting, troubleshooting, and providing ...

kirbyrisk

Help Desk Specialist

Indianapolis, IN · On-site

If you thrive in a fast-paced environment where no two days look the same--and you take pride in ... As an IT Help Desk Specialist, you'll be on the front line of support--helping teammates across the ...

kirbyrisk

Help Desk Specialist

Indianapolis, IN

If you thrive in a fast-paced environment where no two days look the same--and you take pride in ... As an IT Help Desk Specialist, you'll be on the front line of support--helping teammates across the ...

Kirby Risk

Help Desk Specialist

Indianapolis, IN

If you thrive in a fast-paced environment where no two days look the same-and you take pride in ... As an IT Help Desk Specialist, you'll be on the front line of support-helping teammates across the ...

LifeStance Health

Help Desk Specialist

Mishawaka, IN · On-site

$25 - $28/hr

Delivers a high level of customer service by providing clear, empathetic, and solution-oriented ... * 1 to 2 years of experience providing customer support or delivering training on software ...

LifeStance Health

Help Desk Specialist

Mishawaka, IN

$25 - $28/hr

ROLE OVERVIEW The IT Support, Help Desk role provides front-line technical support for clinical ... Deliversa high level of customer service by providing clear, empathetic, and solution-oriented ...

Mercalis

Help Desk Technician 1

Jeffersonville, IN

$19.25 - $26/hr

The Help Desk Technician 1 will provide Tier 1 support to our customers via phone, email and ... on a support level. Responsibilities * Provides prompt technical assistance and support for ...

MedVet

Sr. Help Desk Technician

Carmel, IN · On-site

The Senior Technician, Tier 2 is responsible for owning advanced technical issue resolution and ... Perform onsite support when issues cannot be resolved remotely, with Service Desk Manager awareness.

Mercalis

Help Desk Technician 1

Jeffersonville, IN

$19.25 - $26/hr

The Help Desk Technician 1 will provide Tier 1 support to our customers via phone, email and ... level. * Provides prompt technical assistance and support for incoming queries and issues related ...

Mercalis

Help Desk Technician 1

Jeffersonville, IN · On-site

$19.25 - $26/hr

The Help Desk Technician 1 will provide Tier 1 support to our customers via phone, email and ... on a support level. Responsibilities * Provides prompt technical assistance and support for ...

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All JobsHelp Desk Level Two JobsHelp Desk Level Two Jobs in Indiana

Help Desk Level Two information

What jobs pay $10,000 a month without a degree?

Help Desk Level Two roles typically do not pay $10,000 a month without specialized experience or certifications. High-paying jobs in this range often require advanced skills, certifications, or experience in fields like technology sales, software development, or specialized IT roles. Most positions paying that much without a degree are in sales, entrepreneurship, or highly skilled trades rather than entry-level help desk roles.

What is a Level 2 help desk issue?

A Level 2 help desk issue involves more complex technical problems that cannot be resolved by Level 1 support. It typically requires specialized knowledge, troubleshooting skills, and access to advanced tools or systems to diagnose and fix hardware, software, or network issues.

What are the key skills and qualifications needed to thrive as a Help Desk Level Two professional, and why are they important?

To thrive as a Help Desk Level Two professional, you need solid troubleshooting skills, in-depth knowledge of operating systems and networks, and typically an associate's degree or relevant certifications like CompTIA A+ or Microsoft Certified. Familiarity with ticketing systems such as ServiceNow, remote desktop tools, and diagnostic utilities is often required. Strong communication, patience, and problem-solving abilities help you resolve complex technical issues and support end users effectively. These skills are crucial for efficiently addressing escalated IT problems, ensuring minimal downtime, and maintaining user satisfaction.

What is Level 1 Level 2 and Level 3 support?

Help Desk Level 1 support involves basic troubleshooting and initial customer contact, handling common issues and providing standard solutions. Level 2 support handles more complex problems requiring deeper technical knowledge, often involving remote diagnostics. Level 3 support addresses advanced issues, typically involving specialized experts or engineers to resolve complex or persistent problems.

What are Help Desk Level Two technicians?

Help Desk Level Two technicians are IT support professionals who handle more complex technical issues that cannot be resolved by Level One support. They typically have deeper technical knowledge and troubleshooting skills, allowing them to solve software, hardware, and network problems. These technicians may also assist with system installations, configurations, and escalate unresolved issues to higher-level IT staff if necessary. Their role is crucial for maintaining efficient IT operations and ensuring user satisfaction.

What is a Level 2 help desk job description?

A Level 2 help desk technician handles more complex technical issues that cannot be resolved by Level 1 support, including troubleshooting hardware, software, and network problems. They often use remote tools, document solutions, and may escalate unresolved issues to higher-level support or specialized teams. Strong technical knowledge, problem-solving skills, and familiarity with ticketing systems are essential for this role.

What are the typical challenges faced by a Help Desk Level Two technician, and how can they be addressed?

Help Desk Level Two technicians often encounter complex technical issues that require in-depth troubleshooting beyond basic support. A common challenge is balancing multiple high-priority tickets while ensuring timely resolution and effective communication with both end-users and Level One support teams. To address these challenges, technicians should develop strong problem-solving skills, maintain clear documentation, and foster collaboration with other IT specialists. Staying current with system updates and participating in ongoing training can also help Level Two technicians handle escalated issues more efficiently.

What is the difference between Help Desk Level Two vs Help Desk Level One?

AspectHelp Desk Level TwoHelp Desk Level One
CertificationsCompTIA A+, HDI Support Center AnalystCompTIA A+, ITIL Foundation
ResponsibilitiesAdvanced troubleshooting, issue escalation, technical supportBasic troubleshooting, ticket logging, first contact support
Work EnvironmentHelp desk, IT support teams, technical departmentsHelp desk, customer service, support centers
Skills NeededTechnical troubleshooting, communication, problem-solvingCustomer service, basic technical knowledge

Help Desk Level Two professionals handle more complex technical issues, escalate problems, and provide advanced support, whereas Help Desk Level One staff focus on initial contact, basic troubleshooting, and ticket management. Level Two roles require more technical certifications and experience, making them suitable for those seeking to advance in IT support careers.

What cities in Indiana are hiring for Help Desk Level Two jobs? Cities in Indiana with the most Help Desk Level Two job openings:
Help Desk Level Two jobs near you
Help Desk Analyst

Help Desk Analyst

Beacon Health System

Granger, IN • On-site

$18.50 - $25/hr

Full-time

Posted 8 days ago

Beacon Health System rating

6.6

Company rating: 6.6 out of 10

Based on 137 frontline employees who took The Breakroom Quiz

561st of 875 rated healthcare providers

Job description

Reports to the Manager, Technical Support or Director, Information Systems. Provides first-line user support and delivers quality customer service to Beacon Health System Help Desk customers. Receives requests, analyzes and diagnoses hardware and software problems, resolves problems, and answers questions. When necessary, directs inquiries or escalates problems to the appropriate staff. Utilizes problem management databases and Help Desk systems to troubleshoot service problems and provide immediate technical support.
MISSION, VALUES and SERVICE GOALS
  • MISSION: We deliver outstanding care, inspire health, and connect with heart.
  • VALUES: Trust. Respect. Integrity. Compassion.
  • SERVICE GOALS: Personally connect. Keep everyone informed. Be on their team.

Provides first-line user support and delivers quality customer service to Help Desk customers by:
  • Answering, evaluating and prioritizing all requests for assistance - - incoming telephone calls, voice mails, e-mails, in-person requests, etc.
  • Interviewing the customer to gather information about the question and/or problem. If appropriate, leading the customer through procedures to diagnose the problem.
  • Utilizing problem management databases and Help Desk systems to troubleshoot service problems and provide immediate technical support. Refers more-complex issues to appropriate staff.
  • Determining the source of the hardware, network or application question or problem. Then researching, isolating, analyzing, troubleshooting, providing a solution, and following up to ensure resolution.
  • Logging and tracking requests, using the call tracking database and thoroughly documenting all resolution activity. Populating the IS knowledge base with solutions to common problems.
  • Providing information to the appropriate IS staff for use in eliminating recurring problems. Also, documenting the information in the IS knowledge base.
  • Serving as IS customer liaison by interacting with customers at their work sites as assigned.
  • Noting trends in questions received by the Help Desk. Also, sharing this information with management so additional training can be provided.

Supports the overall operations of the IS Department by:
  • Assigning appropriate case level to incidents and assigning appropriate response levels.
  • Providing incident history, occurrence information, and reports to IS staff.
  • Providing basic Help Desk training and application support to IS staff.
  • Assisting with the diagnosis and resolution of unusual incidents.
  • Communicating work-around solutions to IS staff.
  • Participating in IS project implementations and providing project go-live assistance.
  • Performing system access functions, as assigned, following Beacon security processes and procedures.

Helps to improve Help Desk operations by:
  • Improving the information included in the 'scripts' used by the Help Desk Analysts. Also, reviewing and editing the problem resolution text.
  • Participating in generating Help Desk statistical reports.
  • Recommending and participating in developing procedures and guidelines for the Help Desk.
  • Maintaining Help Desk equipment and supplies.
  • Presenting ideas for software enhancement to IS management.
  • Participating in the development of Help Desk staff schedules, including time on the Help Desk, performing on-site customer service, and shadowing IS staff and customers.

Performs other functions to maintain personal competence and contribute to the overall effectiveness of the department by:
  • Providing excellent customer service at all times. Also, maintaining high customer satisfaction by delivering quality customer service as measured by customer satisfaction surveys and/or other measures approved by IS management.
  • Completing other job-related duties and special projects as assigned.
ORGANIZATIONAL RESPONSIBILITIES
Associate complies with the following organizational requirements:
  • Attends and participates in department meetings and is accountable for all information shared.
  • Completes mandatory education, annual competencies and department specific education within established timeframes.
  • Completes annual employee health requirements within established timeframes.
  • Maintains license/certification, registration in good standing throughout fiscal year.
  • Direct patient care providers are required to maintain current BCLS (CPR) and other certifications as required by position/department.
  • Consistently utilizes appropriate universal precautions, protective equipment, and ergonomic techniques to protect patient and self.
  • Adheres to regulatory agency requirements, survey process and compliance.
  • Complies with established organization and department policies.
  • Available to work overtime in addition to working additional or other shifts and schedules when required.

Commitment to Beacon's six-point Operating System, referred to as The Beacon Way:
  • Leverage innovation everywhere.
  • Cultivate human talent.
  • Embrace performance improvement.
  • Build greatness through accountability.
  • Use information to improve and advance.
  • Communicate clearly and continuously.

Education and Experience
  • The knowledge, skills and abilities as indicated below are normally acquired through the successful completion of an Associate's degree in Computer Science or a computer-related field from an accredited college or university (or equivalent course work and/or technical training). A minimum of two years of help desk or related experience (in the repair and/or diagnosis of PC hardware and peripherals) is required.

Knowledge & Skills
  • Requires knowledge of basic networking concepts and demonstrated proficiency in using personal computers.
  • Knowledge of the various applications/tools/utilities currently used by Beacon is desirable.
  • Requires the organization and time management skills necessary to prioritize requests and manage customer service expectations.
  • Requires the strong analytical, problem-solving and decision-making skills needed to identify problems and deliver solutions in a timely manner.
  • Demonstrates the ability to work pro-actively and independently as a member of a team.
  • Demonstrates the interpersonal and communication skills, both verbal and written, necessary to communicate and work with IS staff, customers, vendors, and service personnel in a professional, clear, courteous, and responsive manner.

Working Conditions
  • Works in an office environment.
  • May experience some mental/visual fatigue due to continued use of computer equipment.
  • Requires the ability to work a flexible schedule. Hours/shifts include weekends and holidays, and shifts may vary occasionally to ensure customers' needs are met.
  • Requires ability to take on call rotation and work occasional overtime in order to meet the demands associated with the position.

Physical Demands
  • Requires the physical ability and stamina (i.e., to sit, stand and/or walk for prolonged periods of time, lift, hold and carry objects weighing up to 30 pounds, use common computer hand tools, etc.) to perform the essential functions of the position.

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