What are the responsibilities and job description for the Technical Support Specialist position at Business Knowledge Services?
Tier II Technical Support Specialist
***Local Candidates Only***
Provide advanced technical support to end users, independently troubleshooting and resolving moderately complex hardware, software, endpoint, and mobility issues. This role provides hands-on support for Windows devices, Microsoft Intune/MDM, mobile devices, MFA, and related technologies while escalating complex issues when appropriate.
Responsibilities
- Provide Tier II technical support for Windows desktops, laptops, applications, peripherals, printers, docking stations, and connectivity issues
- Image, configure, deploy, refresh, and troubleshoot Windows endpoints, ensuring proper applications, drivers, security controls, and user configurations
- Support Microsoft Intune/MDM, including device enrollment, compliance, configuration profiles, application deployment, resets, and troubleshooting
- Configure and support Apple iPhones/iPads and Samsung/Android devices, including applications, email, authentication, security, and MDM enrollment
- Troubleshoot MFA and authentication issues, manage device lifecycle activities, and support new-hire setups, replacements, upgrades, and equipment returns
- Document and prioritize incidents, resolve issues independently, escalate complex or security-related issues appropriately, and provide technical guidance to Tier I support
Requirements
- 2–4 years of progressive Help Desk or Technical Support experience with the ability to independently resolve moderately complex issues
- Strong hands-on experience supporting Microsoft Windows desktops, laptops, hardware, software, peripherals, and connectivity
- Working knowledge of Microsoft Intune, MDM, endpoint management, device enrollment, compliance, and application deployment
- Experience supporting Apple iOS/iPadOS and Android mobile devices in a business environment
- Experience troubleshooting MFA and authentication issues; YubiKey or other hardware security-key experience is a plus
- Strong customer service, communication, documentation, prioritization, and problem-solving skills
Salary : $30 - $35