Help Desk Analyst (Tier 2/3) - Hybrid Work Environment
About The Position
As Senior Helpdesk Analyst (Tier 2/3), you will be a senior member of the Desktop Support team, delivering best-in-class support to Vanderweil internal clients. You will have opportunities to work with new technology and latitude to take ownership of business technology initiatives. You will be encouraged to use your versatility and problem-solving skills to deliver solutions and solve challenges. You will work with and learn from a long-term team of technology professionals. The role supports endpoint and identity management, Microsoft 365, complex technical troubleshooting, conference room AV, security and compliance, and documentation and process improvement. The hybrid work style provides flexibility while enabling in-person exposure to industry experts.
Requirements
- 5+ years of helpdesk/support experience with progression to advanced support.
- Strong communication and problem-solving skills.
- Knowledge of networking fundamentals, including DNS, DHCP, TCP/IP, and VPN.
- Experience with endpoint management, including Intune, GPO, and Windows Update.
- Ability to lift 35 lbs.
- Ability to travel occasionally.
Nice To Haves
- AEC industry or Autodesk experience.
Responsibilities
- Manage devices and users via Microsoft Intune / Endpoint Manager, including deployment, compliance, and lifecycle.
- Support the Microsoft 365 environment, including Teams, Exchange Online, and OneDrive.
- Handle user access changes (adds, moves, changes) and identity management using Active Directory / Entra ID.
- Act as the Tier 2/3 escalation point for complex technical issues.
- Troubleshoot Windows 11, Microsoft 365, VPN, MFA, SSO, and application issues.
- Collaborate with infrastructure and cybersecurity teams to resolve incidents.
- Manage vendor support tickets as needed.
- Set up and support conference room AV systems, such as Logitech RallyBar.
- Support MFA enrollment and account recovery.
- Assist with investigation and response to security incidents.
- Maintain knowledge base articles and standard operating procedures.
- Recommend improvements to tools and workflows.
Benefits
- Wellness programs prioritizing physical and behavioral health.
- Hybrid work style offering flexibility and in-person exposure to industry experts.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
