Archived listing. The details below describe a past opening.
The Help Desk II / IT Support Specialist provides Tier 2 technical support to end users across a Microsoft-based enterprise environment. This position is responsible for troubleshooting hardware, software, operating system, account access, network connectivity, and Microsoft 365 issues that require deeper investigation beyond Tier 1 support. The ideal candidate has strong Windows troubleshooting experience, understands Active Directory and Microsoft Entra ID, and is comfortable supporting users through a ticketing system while documenting issues and resolutions.
Key Responsibilities
- Provide Tier 2 support for Windows 10/11 desktops, laptops, mobile devices, printers, and peripherals.
- Troubleshoot Microsoft 365 applications including Outlook, Teams, OneDrive, and Office applications.
- Support Active Directory and Microsoft Entra ID user accounts, groups, permissions, password resets, and account lockouts.
- Troubleshoot VPN, Wi-Fi, TCP/IP, DNS, DHCP, and general network connectivity issues.
- Support endpoint provisioning, software installation, imaging, and device configuration.
- Assist with Microsoft Intune-managed devices and endpoint compliance issues.
- Troubleshoot MFA, SSO, and authentication issues.
- Work incidents and service requests through ServiceNow or a comparable ITSM platform.
- Escalate infrastructure, networking, security, and application issues when necessary.
- Maintain accurate ticket documentation and contribute to knowledge-base articles.
- 2+ years of Help Desk, Service Desk, Desktop Support, or IT Support experience.
- Strong Windows 10/11 troubleshooting skills.
- Hands-on experience with Active Directory.
- Familiarity with Microsoft Entra ID / Azure AD.
- Experience supporting Microsoft 365.
- Understanding of TCP/IP, DNS, DHCP, VPN, Wi-Fi, and basic networking.
- Experience with remote support tools and ticketing systems such as ServiceNow.
- Experience installing, configuring, and troubleshooting software and hardware.
- Strong customer service and communication skills.