IT Help Desk Level 2

Company Description

Trapp Technology is a managed services provider delivering cloud, IT, and cybersecurity solutions to businesses across the United States. We help organizations simplify technology, improve security, and support growth through proactive, fully managed services.

Role Summary

The Service Delivery Technician II provides technical support to clients within Trapp Technology’s managed IT services environment through tickets, chat, and phone support. This role troubleshoots customer issues, maintains server and workstation performance, and ensures timely resolution while delivering an excellent customer experience.

This position also serves as a technical resource for Level I technicians by providing guidance, answering questions, and assisting with escalated issues. We are looking for technicians who take ownership of problems, communicate proactively with clients and teammates, and enjoy developing their technical skills while supporting others.

This role follows an L2 development track. New hires participate in structured onboarding and training and transition into the Service Delivery Technician II level upon successful completion of defined training milestones.

Full-time remote position.  Must be located in Greater Phoenix, Arizona.
Pay Rate: $19.00–$24.00/hour depending on experience.
Schedule: Monday–Friday, 8:00 AM–5:00 PM (Arizona)

Key Responsibilities

• Maintains availability to receive escalated inbound calls, support tickets, and web chats.
• Interprets customer-reported issues, troubleshoots effectively, provides solutions, and documents interactions clearly.
• Supports and assists Level I technicians by providing technical direction and answering questions in team communication channels promptly. 
• Assesses customer technical support needs and routes or resolves tickets using documented procedures and available tools.
• Provides technical guidance by identifying problems, researching solutions, following knowledgebase articles, and guiding clients through corrective steps.
• Proactively creates and updates knowledge base articles and documentation.
• Achieves predetermined service and performance goals
• Follows designated workflows and escalation procedures while maximizing support efficiency.
• Participates in Trapp internal meetings and required Trainings
• Maintains a professional image and demonstrates and adheres all Trapp Policies and Procedures
• Other Duties as assigned

Short-Term Success Metrics (First 90 Days)

During the first 90 days, technicians participate in structured onboarding focused on Trapp Technology’s internal systems, technologies, services, and processes. Success includes:

• Completing required onboarding and technical training modules
• Demonstrating proficiency with internal tools, workflows, and documentation standards
• Effectively supporting customers through ticket, chat, and phone channels under guidance
• Following escalation procedures and service delivery expectations
• Demonstrating technical readiness to support Level I technicians and handle escalated issues
• Meeting defined quality, communication, and performance expectations

Successful completion of these milestones is required for transition into the Service Delivery Technician II role.