Information Technology Help Desk

The Mid-Level IT Helpdesk Specialist provides advanced technical support for complex hardware and software issues that cannot be resolved by the Tier 1 team. You will be responsible for maintaining system stability, managing local network infrastructure, and executing small-to-medium IT projects. This role requires a high degree of autonomy and the ability to mentor junior staff.

Responsibilities:

• Advanced Troubleshooting:
  Resolve escalated tickets involving OS-level failures (Windows/macOS), complex software conflicts, and hardware malfunctions.
• Infrastructure Support:
  Manage and configure Active Directory (Azure/On-Prem), Microsoft 365, and Google Workspace environments.
• Network Maintenance:
  Troubleshoot LAN/WAN connectivity, VPN issues, and basic firewall/switch configurations.
• Asset & Security Management:
  Manage MDM (Mobile Device Management) platforms like Intune. Ensure all endpoints meet security compliance standards.
• Mentorship:
  Act as an escalation point for Tier 1 technicians, providing "over-the-shoulder" training and documenting Knowledge Base (KB) articles for the team.
• Project Work:
  Lead or assist in office migrations, hardware refreshes, and the implementation of new SaaS tools.

Qualification (Required):

• Experience:
  
  3–5 years in a technical support or helpdesk environment.
• Operating Systems:
  Advanced Windows 10/11, macOS, and basic Windows Server (2022).
• Networking:
  Understanding of TCP/IP, DNS, DHCP, VLANs, and VoIP.
• Certifications:
  
  CompTIA Network+, Security+, or Microsoft Associate (AZ-104/MS-102).