L2ITSupportAgent

L2 IT Support Agent Location: Austin, TX Schedule: Full-time Job Overview BusPatrol is seeking an L2 IT Support Agent to provide intermediate technical support for internal users across a range of routine and moderately difficult IT issues. This role is part of the Information Technology organization within IT Service Operations & Enablement. The position is defined as working with general supervision, routine problem-solving that may require interpretation, and ownership of assigned responsibilities. The L2 IT Support Agent is responsible for resolving incidents and service requests using established tools, workflows, and knowledge resources; creating and maintaining accurate documentation; communicating clearly with users and teammates; and escalating issues appropriately when problems exceed known patterns or require deeper technical expertise. This role plays an important part in delivering dependable day-to-day support and a positive internal service experience. Key Responsibilities - Resolve routine and moderately difficult IT support issues for internal users using standard tools, processes, and knowledge resources. - Triage, prioritize, and manage a steady queue of incidents and service requests based on priority and service expectations. - Troubleshoot recurring technical issues independently within established support procedures and apply sound judgment in less-routine situations. - Maintain accurate and complete ticket notes, system updates, and support records to ensure traceability and effective handoffs. - Communicate clearly and professionally with customers, teammates, and internal partners regarding issue status, risks, blockers, and next steps. - Escalate issues appropriately when they fall outside documented patterns, require deeper technical intervention, or present broader business impact. - Contribute to consistent service quality and a positive support experience through reliable follow-through and attention to detail. - Share useful resolutio