Position Overview: We are seeking a skilled and dedicated IT Help Desk professional for Tier 2 Support. The successful candidate will handle escalations, providing advanced troubleshooting and technical support to ensure the smooth operation of our IT systems. This role requires strong problem-solving skills, a thorough understanding of Windows OS, basic networking troubleshooting, and administration of Office 365 and Active Directory (AD).
This is a Hybrid Role - 3 days a week on onsite.
Key Responsibilities:
- Provide Tier 2 support for escalated IT issues, including advanced troubleshooting and resolution.
- Manage and prioritize support tickets, ensuring timely and effective resolution of technical issues.
- Perform root cause analysis to identify and resolve complex technical problems.
- Collaborate with Tier 1 support staff to escalate issues and ensure seamless communication and resolution.
- Document and update support tickets with detailed notes on troubleshooting steps and resolutions.
- Assist in the development and maintenance of IT support documentation and knowledge base articles.
- Provide training and guidance to Tier 1 support staff to enhance their technical skills and knowledge.
- Participate in on-call rotation to provide after-hours support as needed.
- Maintain and update user accounts and permissions in various systems and applications.
- Support end-users in the use of Windows OS and other software applications.
- Troubleshoot basic networking issues, including connectivity and performance problems.
Required Skills and Qualifications:
- 3-5 years of proven experience in a Tier 2 support role or similar IT help desk position.
- Strong proficiency in Windows OS and its troubleshooting.
- Basic understanding of networking concepts and troubleshooting.
- Experience managing and resolving support tickets using a ticketing system.
- Proficiency in Office 365 administration.
- Experience with Active Directory (AD) administration.
- Excellent problem-solving and analytical skills.
- Strong communication and interpersonal skills.
- Ability to work independently and as part of a team in a fast-paced environment.
Preferred Skills and Qualifications:
- Experience with Zen Desk, Okta, SharePoint, and OneDrive.
- Familiarity with ITIL best practices and service management principles.
- Certifications such as CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate.
Education:
- No degree required; equivalent work experience is acceptable.
Additional Information:
- This is a full-time position with competitive compensation and benefits.
- The role may require occasional travel to other company locations.
- The candidate must be willing to participate in an on-call rotation for after-hours support.
