Helpdesk Technician, Level 2 - Hybrid

About Us

At Asurtec, we partner with community and health organizations to maximize social impact through technology, data, and strategic support. We believe technology should empower organizations to focus on what matters most — the people and communities they serve.

Our team is committed to delivering responsive, thoughtful, and reliable support that helps our clients work confidently and securely. We build trusted partnerships by combining technical expertise with a people-first approach.

Why You'll Love Working with Us

At Asurtec, your work directly supports organizations making meaningful impact in their communities.

You'll join a collaborative and growing team where technical excellence, continuous learning, and thoughtful problem-solving are valued. This is a great opportunity for someone who enjoys solving complex challenges, working independently, and contributing to a service-focused team that values professionalism, trust, and continuous improvement.

About the Role

We're looking for a Helpdesk Technician – Level 2 to provide advanced technical support and second-level issue resolution for client service requests, escalations, and operational support needs.

This hybrid position operates on a regular 1:00 p.m. to 9:00 p.m. schedule, combining remote troubleshooting, scheduled onsite client support, and evening service desk coverage. You'll play an important role in ensuring timely, secure, and professional support while independently resolving moderately complex technical issues and escalating higher-risk concerns when appropriate.

This position is ideal for someone who thrives in a fast-paced support environment, brings strong technical judgment, and takes pride in delivering exceptional client service.

What You'll Do

• Resolve escalated workstation, application, Microsoft 365, connectivity, and peripheral support issues
• Deliver professional evening support by managing inbound client calls and maintaining ticket ownership through resolution
• Leverage support tools, automation, and AI-enabled technologies to improve troubleshooting efficiency and technical analysis
• Perform approved technical administration, device support, configuration, and operational remediation tasks
• Document technical findings, resolutions, and escalation details accurately and thoroughly
• Support security and compliance processes, including identity verification and secure operational practices
• Collaborate with team members and mentor Level 1 technicians through knowledge sharing and technical guidance

What We're Looking For

You may be a great fit if you:

• Bring strong technical troubleshooting and diagnostic problem-solving skills
• Communicate clearly and professionally with both technical and non-technical users
• Can prioritize effectively and remain composed while managing multiple service requests
• Take ownership of issues and follow through to resolution
• Apply sound judgment when troubleshooting, escalating, and making technical decisions
• Value documentation, process consistency, and secure support practices
• Enjoy collaborating with others and contributing to team learning and service improvement

Required Qualifications:

• 3+ years of progressive technical support or service desk experience
• Experience supporting Microsoft 365 environments
• Working knowledge of networking fundamentals, VPN connectivity, and remote support tools
• Post-secondary education in Information Technology, Computer Systems, Networking, Cybersecurity, or a related discipline (or equivalent practical experience)
• Valid driver's license and ability to travel regularly to client locations as operationally required

Preferred Qualifications:

• Experience working in a managed services (MSP) or multi-client support environment
• Relevant technical certifications (such as CompTIA A+, Network+, Microsoft 365 Fundamentals, Microsoft Certified credentials, or ITIL Foundation)
• Experience supporting identity and access management, device deployment, and technical administration tasks
• Familiarity with AI-enabled support tools, automation technologies, and modern service desk platforms

Career Fit and Growth Path

This role is well suited for a technical professional looking to deepen their troubleshooting expertise while expanding into more advanced service delivery, escalation management, and technical leadership responsibilities.

You'll have opportunities to strengthen your skills across Microsoft environments, operational support, technical documentation, client-facing service delivery, and mentorship — creating a strong pathway toward senior technical support or infrastructure-focused roles.

How to Apply

Fill out the application form below to submit your application.

Please include:

• Your resume
• A brief cover letter outlining your relevant technical support experience
• Any certifications or technical training you would like us to consider

We thank all applicants for their interest. Only those selected for an interview will be contacted.

Accommodations

Asurtec is committed to providing an accessible recruitment process. Accommodation is available upon request for candidates taking part in all stages of the selection process.

Equal Opportunity Statement

Asurtec is an equal opportunity employer and is committed to building an inclusive workplace where all individuals are treated with dignity and respect.

We welcome applications from qualified candidates of all backgrounds and experiences and are committed to fostering a workplace that reflects diversity, inclusion, and belonging.