Level 2 Help Desk specialist

RESPONSIBILITIES:

• Provide Tier II technical support for hardware, software, operating systems, and network-related issues.

• Troubleshoot and resolve incidents involving desktops, laptops, mobile devices, printers, and peripheral equipment.

• Serve as an escalation resource for Help Desk Specialist I team members.

• Support Microsoft Windows operating systems and Microsoft 365 applications.

• Manage user accounts, permissions, and access within Active Directory, Azure/Entra ID, and other enterprise systems.

• Troubleshoot connectivity issues involving LAN, WAN, VPN, wireless networks, DNS, and DHCP.Install, configure, and maintain hardware, operating systems, and software applications.

• Document incidents, service requests, troubleshooting steps, and resolutions in the ticketing system.

• Assist with employee onboarding and offboarding activities, including account provisioning, device setup, and access management.

• Collaborate with infrastructure, cybersecurity, and business application teams to resolve escalated issues.

• Create and maintain technical documentation, procedures, and knowledge base articles.

• Participate in system upgrades, hardware refresh initiatives, and IT projects.

• Monitor support queues and ensure service-level expectations are met.

• Deliver exceptional customer service and communicate effectively with technical and non-technical users.

• Adhere to company security policies, procedures, and best practices.Perform other duties as assigned.

REQUIREMENTS:

• High School Diploma or GED required.

• Minimum of 3 years of Help Desk, Service Desk, Desktop Support, or related IT support experience.

• Experience supporting Microsoft Windows operating systems and Microsoft 365 environments.

• Working knowledge of Active Directory user and group administration.

• Experience troubleshooting hardware, software, and network-related issues.

• Experience using ticketing and remote support systems.

• Excellent customer service and communication skills.

• Strong problem-solving and analytical abilities.

• Ability to prioritize multiple tasks and work independently in a fast-paced environment.

Preferred Qualifications

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.

• Industry certifications such as CompTIA A+, Network+, Security+, Microsoft certifications, or equivalent.

• Experience supporting Azure/Entra ID, Intune, Exchange Online, Teams, and SharePoint.

• Familiarity with networking concepts including TCP/IP, DNS, DHCP, VPN, and wireless technologies.

• Experience working in medium to large enterprise environments.

• Basic scripting experience with PowerShell is a plus.