We are seeking a mid-level IT Helpdesk (Tier 2) who will provide advanced end-user support and maintain day-to-day IT infrastructure across our Wyoming operations. This role combines Tier 2 helpdesk responsibilities with hands-on systems/network administration. This role will ensure reliable IT service for staff by resolving escalated technical issues, managing routine server and network upkeep, and supporting cloud and identity services (Azure AD/Entra ID and Intune) in coordination with senior IT staff. The ideal candidate is a practical, service-oriented professional who can troubleshoot effectively, keep systems running smoothly, and collaborate with the IT Manager and team to uphold a secure, efficient IT environment.

Key Responsibilities:

• End-User Support (Tier 2): Provide second-level helpdesk support for end-users, addressing escalated or more complex technical issues that Tier 1 cannot resolve. Troubleshoot software, hardware, and connectivity problems (Windows OS, Office 365, printers, network access, etc.). Ensure timely resolution or escalation to Tier 3 or external vendors when necessary, while delivering friendly, clear customer service. Assist with occasional first-level (Tier 1) support during high volume or as needed.
• Systems & Network Maintenance: Maintain and monitor on-premises IT infrastructure, including Windows servers, basic networking equipment, and site connectivity. Perform routine system administration tasks such as user account provisioning, patch management, software updates, and backup operations. Monitor system performance and network status, proactively addressing issues to minimize downtime. Coordinate with external service providers or senior engineers for complex network or server issues beyond the scope of Tier 2.
• Cloud & Identity Administration: Support the administration of our Microsoft Azure cloud environment and Microsoft Entra ID (Azure AD). Manage user identities and access (account creation, group membership, password resets, licensing) and enforce basic security policies (e.g., MFA enforcement) under guidance of senior IT staff. Utilize Microsoft Intune or similar tools to assist with endpoint management (devices and application updates). Monitor cloud resources (like Azure VMs or services) and report performance or cost issues to the IT Manager.
• Security & Compliance (Operational): Implement daily security best practices on systems and endpoints (ensuring antivirus, OS patches, and access controls are up-to-date). Monitor security alerts and logs for any unusual activity; respond to and resolve minor security issues. Escalate significant security incidents or vulnerabilities to the IT Manager or specialized security personnel. Ensure IT operations follow company policies and industry standards (e.g., procurement, data handling, user access) as directed by management.
• Documentation & Collaboration: Maintain up-to-date documentation of configurations, standard procedures, and troubleshooting guides for the environment. Contribute to the IT knowledge base (how-to articles, common issue fixes) to assist users and fellow team members. Collaborate closely with the IT Manager and other IT team members on technology projects, rollouts, and improvements. Work with external vendors or support providers for specialized equipment or software issues, ensuring alignment with company IT objectives.

Required Qualifications:

• Experience: Approximately 3 years of experience in IT support or systems administration, with a focus on helpdesk (Level 2) support and system/network maintenance in a Microsoft environment. Proven ability to resolve a range of technical problems for end-users and maintain IT systems reliably.
• Technical Skills: Strong hands-on knowledge of Microsoft Windows operating systems (desktop and server) and common business software (Office 365). Fundamental networking understanding (TCP/IP, DNS, VPN, basic switch/router knowledge) sufficient to troubleshoot connectivity issues. Experience managing Active Directory and Azure AD (Microsoft Entra) for user and group administration. Familiarity with endpoint management tools (e.g., Intune or similar MDM) and basic Azure resources (virtual machines, storage) is highly preferred.
• Troubleshooting: Excellent problem-solving skills with the ability to diagnose and resolve technical issues across user devices, software, and infrastructure. Experience using a ticketing system to track incidents and tasks, and following up to ensure user satisfaction.
• Education: Bachelor’s degree in Computer Science, Information Technology, or a related field – or equivalent practical experience in lieu of a degree.
• Communication & Teamwork: Strong customer-service orientation with effective verbal and written communication skills. Ability to work independently and collaboratively, coordinating with team members or vendors as needed. Organized and detail-oriented, especially in documenting work and following processes.

Preferred Qualifications:

• Certifications: Professional certifications such as CompTIA A , Network , Microsoft 365 or Azure Administrator Associate, or similar credentials are a plus
• Scripting & Automation: Basic ability to use scripting (PowerShell, Bash, etc.)
• Vendor Professional Certifications: Additional certifications from Cisco, Darktrace, Microsoft, Netsuite, Google, and Amazon are a plus
• Audit Experience: Familiarity with SOX or GRC/GCC procedures and processes