Information Help Desk Engineer = Level 2 / Bridge to Network & Server

Job ID: 08770
Location: DE  [On-Site]
Employment Type: Contract
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Information Help Desk Engineer (Level 2–3)

We are seeking an Information Help Desk Engineer to provide advanced end-user technical support while assisting with basic server, networking, and account administration tasks. This role serves as a key bridge between frontline help desk support and infrastructure teams, helping resolve more complex issues and coordinating escalations when necessary. The ideal candidate is analytical, customer-focused, and comfortable working across multiple areas of IT support.

Key Responsibilities

• Provide frontline and secondary technical support to end users

• Troubleshoot issues involving desktops, laptops, printers, and LAN connectivity

• Assist with basic Windows Server and Exchange support tasks

• Support Microsoft Office 365 applications and services

• Perform user account administration and access support

• Document support tickets and assist with reporting activities

• Maintain and update IT inventory records and asset databases

• Coordinate with network and infrastructure teams when issues require escalation

• Ensure technical issues are tracked, documented, and resolved efficiently

Core Focus Areas

• Resolve Level 1 and Level 2 desktop and LAN connectivity issues

• Support user accounts and assist with light server-related administrative tasks

• Act as a bridge between the Help Desk and Network/Infrastructure teams

Required Qualifications

• Associate degree in Information Technology or related field, or equivalent experience

• 2+ years of IT support or help desk experience

• Strong experience with Windows 10/11 and Microsoft Office 365

• Basic understanding of Windows Server environments

• Experience troubleshooting Windows desktop environments at an advanced level

• Basic LAN troubleshooting knowledge

• Strong customer service and communication skills

Additional Information

Candidates should be comfortable working in a collaborative IT environment and supporting both end users and infrastructure teams.

Preferred Attributes

• Strong communicator with the ability to translate technical issues clearly

• Analytical and customer-focused approach to troubleshooting

• Comfortable collaborating across technical teams

• Organized and process-oriented in documentation and issue tracking

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