Level 2 Help Desk Technician - System Administrator

Job Description Pay: $60,000.00 per yearJob description:About UsAmerican Sports Entertainment Company, LLC (ASEC) is the largest independent owner/operator of ice rink facilities in the United States, with 23 premier locations nationwide. Our IT team supports a dynamic and growing organization, and we’re seeking a skilled Level 2 Help Desk Technician to join us in delivering exceptional technical support and operational excellence.Position OverviewAs a level 2 helpdesk technician, You’ll work closely with cross-functional teams, including network operations, systems administration, and software development, to ensure timely resolution and continuous improvement of IT services.Key Responsibilities- Provide advanced troubleshooting for hardware, software, and network issues.- Resolve issues related to system performance, application errors, and user access across multiple platforms (Windows, macOS, Linux).- Manage and monitor ticket queues, ensuring SLAs are met and customer satisfaction remains high.- Collaborate with IT leadership on project planning, execution, and documentation.- Maintain and update knowledge base articles and technical documentation.- Assist with onboarding and offboarding processes, including provisioning and deprovisioning of accounts and devices.- Support remote facilities and users via VPN, RDP, and other remote tools.- Coordinate with vendors and third-party support when necessary.- Participate in root cause analysis and continuous improvement initiatives.- Assist with VOIP deployments and administration.- Provide O365 Administration through OneDrive, Sharepoint, Teams, and Outlook.Required Qualifications- Associate’s degree in Information Technology or related field (Bachelor’s preferred).- 2+ years of experience in IT support, with at least 1 year in a Level 2 or equivalent role.- Strong knowledge of Windows Server, Active Directory, Office 365, and networking fundamentals.- Experience with ticketing systems (e.g., Zendesk, Freshservice, ServiceNow).- Excellent problem-solving and communication skills.- Ability to work independently and prioritize tasks in a fast-paced environment.Preferred Skills- Certifications such as CompTIA A+, Network+, or Microsoft MCP.- Experience with scripting (PowerShell, Bash) and automation tools.- Familiarity with cloud platforms (Entra, AWS) and virtualization (VMware, Hyper-V).- Exposure to compliance frameworks (CJIS, HIPAA, PCI-DSS) is a plus.Compensation and Benefits- Competitive salary based on experience.- Health, dental, and vision insurance.- Paid time off and holidays.Job Types: Full-time, PermanentBenefits:Dental insuranceHealth insurancePaid time offVision insuranceEducation:Associate (Preferred)Experience:Help desk: 1 year (Required)Ability to Commute:Chandler, AZ (Required)Work Location: In person