Level 2 Help Desk Support Specialist

DDS is looking for a Level 2 Help Desk Support Specialist to be a front-line problem solver for our team. You'll handle escalated support tickets, keep our users productive, and help maintain the network infrastructure that keeps our lab running. This is a hands-on role for someone who takes ownership of issues from first call to resolution and treats every user interaction as a chance to deliver great service.

Our infrastructure runs on Microsoft Azure. Azure experience is recommended but not required - we provide on-the-job training for the right candidate. The essentials for this role are strong customer service skills, proven help desk experience, and hands-on networking knowledge.

Responsibilities/Duties/Functions/Tasks:

• Serve as the escalation point for Level 1 tickets, owning issues through to resolution and communicating clearly with users at every step

• Provide day-to-day desktop, application, and account support (Windows, Microsoft 365, Entra ID / Active Directory, printers, peripherals)

• Administer, monitor, and troubleshoot our Cisco Meraki network stack - switches, wireless access points, and security appliances - including VLANs, wireless issues, and site connectivity

• Support users on our Azure-hosted systems, including Azure Virtual Desktop sessions, with training provided

• Image, deploy, and maintain workstations and manage hardware inventory and asset lifecycle

• Document fixes, build knowledge-base articles, and improve runbooks so recurring issues get faster to solve

• Identify recurring problems and escalate trends to IT leadership with recommendations

• Assist with IT projects such as office moves, network upgrades, and new-system rollouts

Qualifications

• 3+ years of help desk / IT support experience, with at least 1 year at a Level 2 (escalation) tier

• Excellent customer service skills - patient, clear communicator who can translate technical issues into plain language and keep users informed

• Strong networking knowledge, with hands-on Cisco Meraki experience (dashboard administration, switches, wireless APs, security appliances)

• Solid understanding of core networking concepts: TCP/IP, DNS, DHCP, VLANs, VPN, and Wi-Fi troubleshooting

• Proficiency supporting Windows 10/11, Microsoft 365, and user/account administration

• Experience with a ticketing system and a disciplined approach to documentation and follow-up

Preferred Qualifications and Experience:

• Experience with Microsoft Azure (Azure Virtual Desktop, Entra ID, Intune, or general Azure administration)

• Relevant certifications such as CompTIA A+, Network+, Cisco Meraki (CMNA/CMNO), or Microsoft AZ-900/AZ-104

• Experience supporting SQL-based business applications or ERP systems

• Scripting basics (PowerShell) for automating routine tasks

• A self-starter who takes initiative and works independently.

• Someone who genuinely enjoys helping people and stays calm and professional under pressure

• Curious and eager to grow - excited to learn Azure and expand into cloud infrastructure

• Organized and reliable: you close the loop on tickets, keep documentation current, and follow through on commitments

• A team player who communicates proactively with both users and IT leadership