Level 2 Service Desk Technician

About the role

The Level 2 Service Desk Technician supports Heidelberg Materials' digital workforce across North America, delivering advanced technical assistance to employees in offices, plants, terminals, and field locations. The role focuses on resolving complex incidents, supporting critical business applications, and maintaining a high‑quality IT experience.

Key responsibilities

• Diagnose and resolve advanced issues on Windows 11, Microsoft 365, and enterprise hardware.
• Provide remote and on‑site support for laptops, desktops, mobile devices, printers and peripherals.
• Manage incidents, requests and problems in ServiceNow, ensuring accurate ticket documentation.
• Perform user provisioning, access changes and off‑boarding in line with identity governance.
• Assist with imaging, configuration and maintenance of end‑user devices using Intune, SCCM and related tools.
• Collaborate with infrastructure, network, cybersecurity and global IT teams to address multidisciplinary problems.
• Create and maintain knowledge‑base articles, SOPs and troubleshooting documentation.

Required profile

• 2–4 years of IT support or service‑desk experience in an enterprise environment.
• Strong proficiency with Windows 11, Microsoft 365 and Active Directory.
• Experience using ServiceNow or a comparable ITSM platform.
• Solid understanding of core networking concepts (TCP/IP, DNS, DHCP, VPN).
• Excellent communication, customer‑service and problem‑solving abilities.

Required skills

• Windows 11
• Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
• Active Directory / Azure AD
• ServiceNow
• LAN/WAN/VPN/Wi‑Fi networking
• Hardware troubleshooting (laptops, desktops, mobile devices, printers)
• Intune, SCCM device management
• Imaging and configuration of end‑user devices