Service Desk Technician (Level 2)

We are seeking a skilled and customer-focused Service Desk Analyst to provide advanced technical support in a fast-paced enterprise environment. This role is responsible for supporting end-user technology, troubleshooting complex hardware and software issues, managing device deployments, and delivering an exceptional support experience. The ideal candidate brings strong Windows expertise, solid troubleshooting skills, and a proactive approach to problem-solving.

Responsibilities

Provide Tier II technical support for desktops, laptops, software, hardware, network connectivity, and end-user service requests; Install, configure, upgrade, and maintain end-user devices, operating systems, applications, and peripherals; Document incidents, resolutions, and support activities within the organization’s ticketing system; Troubleshoot and resolve Windows operating system issues, including performance, hardware, driver, and system-related problems; Support Microsoft 365 services and basic identity administration functions; Assist with mobile device management (MDM), including device enrollment, configuration, and support; Provide support for conference room technology, audiovisual equipment, and collaboration tools; Monitor system alerts, manage work queues, and assist with backup and recovery activities; Collaborate with infrastructure, security, and application teams to identify root causes and implement solutions; Contribute to technical documentation, knowledge base articles, and process improvements; Support IT projects, technology rollouts, asset management, and equipment procurement initiatives; Participate in occasional after-hours or weekend support as needed

Requirements

4+ years of experience in a Help Desk, Desktop Support, Service Desk, or IT Support role; Strong experience supporting Windows environments, including advanced troubleshooting and performance optimization; Experience supporting desktop and laptop hardware, operating systems, and business applications; Working knowledge of Microsoft 365 and user account administration; Familiarity with IT service management and ticketing platforms; Understanding of networking fundamentals, including Wi-Fi, VPN, LAN, and firewall concepts; Strong customer service, communication, and problem-solving skills; Ability to prioritize multiple tasks and work effectively in a team-oriented environment; Experience leveraging AI-powered productivity tools to improve efficiency and troubleshooting workflows

Nice to have

Experience supporting macOS environments; Familiarity with Microsoft Intune or other mobile device management (MDM) platforms; Experience with Azure Active Directory / Microsoft Entra ID; Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience; Industry certifications such as CompTIA A+ or similar