IT Support Desk II

Description

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.

• 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 Service Now, Zendesk, or Connect Wise
• 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

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