Job Summary:

The L2 Help Desk Agent serves as a second-tier technical support specialist responsible for receiving and resolving escalated tickets from the L1 Help Desk team. This role handles complex hardware, software, network, and system issues that exceed L1 resolution capabilities. The L2 agent performs in-depth troubleshooting, collaborates with L3 and other IT teams as needed, and helps mentor L1 staff by providing guidance on recurring or challenging issues.

Essential Functions:

• Receive, review, and take ownership of escalated tickets from the L1 Help Desk team, ensuring accurate documentation of all prior troubleshooting steps.


• Update, manage, and resolve escalated incidents and service requests in the ServiceNow ticketing system, maintaining accurate records of all diagnostic and resolution activities.


• Monitor the incoming ticket queue and rout...