IT Help Desk II

The IT Support Analyst (Tier II) plays a key role in delivering exceptional technical support across the organization. This mid-level position tackles escalated issues, advanced user requests, and complex endpoint configurations, acting as a vital link between Tier I support and senior engineering or infrastructure teams. You’ll have the opportunity to solve challenging technical problems, refine and document support processes, and help shape the future of the IT support function through continuous improvement.

This role is ideal for someone who thrives on independence, ownership, and technical variety. While a bachelor’s degree can support professional growth, success in this position is driven by hands-on problem-solving skills, the ability to mentor others, and confidence in navigating complex technical environments. Strong performance opens the door to increased responsibility and career advancement.

Key Responsibilities

Advanced Technical Support & Escalations

• Act as the primary escalation point for unresolved Tier I issues
• Troubleshoot endpoint problems including OS, drivers, application errors, and device conflicts
• Support multifactor authentication (MFA), identity management, VPN, and remote access tools
• Resolve software installation failures, profile corruption, Outlook connectivity, and Teams performance issues
• Support mobile device configuration, BYOD registration, and security policy enforcement
• Collaborate with systems or infrastructure teams to resolve cross-platform issues

Endpoint Management & Configuration

• Configure and deploy laptops and desktops using Microsoft Intune, SCCM, or equivalent
• Manage device compliance, encryption, antivirus alerts, and patch status
• Assist with group policy implementation or workstation script deployment

User Access & System Administration

• Create and manage users, groups, shared mailboxes, and distribution lists in Active Directory and Microsoft 365
• Assist with license assignments, mailbox delegation, and calendar sharing issues

Documentation & Knowledge Sharing

• Create and maintain standard operating procedures (SOPs) and internal knowledge base articles
• Review Tier I tickets for quality, completeness, and documentation standards

Mentorship & Team Contribution

• Guide junior team members on issue triage, troubleshooting process, and escalation logic
• Provide backup coverage for help desk lead in supervisor absence

Minimum Qualifications

• 3–5 years of IT support or desktop support experience in an enterprise or multi-site environment
• Strong knowledge of Windows 10/11, Microsoft 365 apps, and user environment settings
• Experience with Active Directory, device management, and user lifecycle administration
• Familiarity with ticketing systems such as ServiceNow, Zendesk, or ConnectWise
• Valid driver’s license and ability to travel between supported locations as needed
• Bachelor’s degree is welcomed but not required; capability and ownership are prioritized

Preferred Qualifications

• Microsoft 365 Certified: Modern Desktop Administrator Associate or MD-102
• CompTIA Network or equivalent credential
• Familiarity with scripting (PowerShell, batch) or deployment automation
• Understanding of endpoint security tools, MDM policies, and regulatory frameworks

Competencies

• Problem Solving - Identifies and resolves problems in a timely manner; Develops alternative solutions; Works well in group problem solving situations.
• Project Management - Communicates changes and progress; Completes projects on time and budget.
• Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Keeps emotions under control.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; responds well to questions.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests.
• Delegation - Delegates work assignments; Sets expectations and monitors delegated activities.
• Leadership - Inspires and motivates others to perform well; Accepts feedback from others; Gives appropriate recognition to others.
• Managing People - Includes staff in planning, decision-making, facilitating and process improvement; Makes self-available to staff; Provides regular performance feedback;
• Develops subordinates' skills and encourages growth; Improves processes, products and services.
• Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
• Cost Consciousness - Develops and implements cost-saving measures.
• Organizational Support - Completes administrative tasks correctly and on time; supports organization's goals and values.
• Judgment - Exhibits sound and accurate judgment; Includes appropriate people in decision-making process; Makes timely decisions.
• Quantity - Meets productivity standards; Strives to increase productivity.
• Adaptability - Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Innovation - Meets challenges with resourcefulness; Generates suggestions for improving work.

Mathematical Skills

• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Thorough knowledge of accounting principles and procedures.

Reasoning Ability

• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. The ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.