Help Desk II

AutoSavvy•Woods Cross, UT

35d•Onsite

About The Position

The Help Desk Tier II Technician resolves escalated and higher-complexity technology issues for AutoSavvy employees and dealership locations. This role combines advanced desktop support with delegated administration of endpoints, identities, collaboration tools, security controls, and store technology. The technician is expected to investigate root causes, reduce repeat incidents, mentor Tier 1 support, and maintain the technical procedures and operational controls that keep a distributed retail environment reliable and secure.

Requirements

2 to 5 years of progressive help desk, desktop support, endpoint support, or systems support experience, including responsibility for escalated issues.
Working knowledge of Microsoft 365 administration, Entra ID or Active Directory, Windows endpoints, endpoint management, remote support, and common business applications.
Practical understanding of TCP/IP, DNS, DHCP, Wi-Fi, VPN, VLAN concepts, and how to isolate endpoint, network, service-provider, and application problems.
Demonstrated ability to analyze incomplete information, use logs and system data, test hypotheses safely, and document a technically sound resolution.
Experience following access approvals, least-privilege controls, change procedures, security runbooks, and evidence-retention requirements.
Strong written and verbal communication, service ownership, prioritization, and the ability to explain complex issues to employees and leadership.
Ability to coach Tier 1 technicians constructively and improve shared technical documentation.
Active drivers license and clean driving record
Ability to pass a background check
Authorization to work in the U.S

Nice To Haves

Associate degree, technical diploma, or equivalent combination of education, certifications, and hands-on experience.
CompTIA A+, Network+, Security+, Microsoft endpoint or Microsoft 365 certification, or another relevant industry credential.
Hands-on experience with Intune device enrollment and compliance, Microsoft 365 administration, Cisco Duo, Meraki, RMM platforms, endpoint security, or network-monitoring tools.
PowerShell experience for diagnostics, reporting, or safe task automation.
Experience supporting retail, automotive, or another distributed multi-location organization.
Experience coordinating incidents with third-party vendors and supporting new-site deployments.
Automotive dealership software experience preferred.

Responsibilities

Own escalated incidents and service requests involving endpoints, Microsoft 365, identity, multifactor authentication, device management, connectivity, printing, phones, and dealership applications.
Perform structured troubleshooting using ticket history, endpoint telemetry, logs, device state, network information, vendor status, and user-reported symptoms to identify the likely root cause.
Administer assigned functions in Microsoft 365, Entra ID, Intune, Cisco Duo, remote monitoring/support, and other approved platforms within delegated permissions.
Diagnose device enrollment, compliance, policy, application deployment, update, and configuration issues; document the failure point and validated remediation.
Troubleshoot store connectivity and infrastructure at the support layer, including DNS, DHCP, VLAN, Wi-Fi, VPN, ISP, firewall, switch, and access-point symptoms; engage the network owner or vendor when engineering-level change is required.
Support endpoint security alerts and suspected incidents by collecting facts, preserving evidence, isolating systems when authorized by a runbook, and escalating to the appropriate security owner.
Complete complex onboarding, role-change, offboarding, access, and equipment requests using approved authorization, least-privilege, segregation-of-duties, and verification requirements.
Review escalations from Tier 1 for completeness, coach technicians on troubleshooting methods, and return actionable feedback when required information is missing.
Create and maintain knowledge articles, runbooks, checklists, technical standards, asset records, and support procedures; participate in periodic reviews so documentation remains accurate.
Identify recurring incidents and recommend durable corrective actions, including configuration changes, user guidance, monitoring, vendor remediation, or safe automation.
Use PowerShell or other approved tools for repeatable diagnostics and low-risk automation; test changes, document rollback steps, and obtain approval before production use.
Coordinate with software, telecom, internet, hardware, and dealership-system vendors; maintain ownership of the employee experience until the issue is resolved or formally handed off.
Support equipment deployments, store openings, refresh projects, inventory audits, and onsite incident recovery across AutoSavvy locations.
Communicate major incidents, service risks, trends, and unresolved dependencies to IT leadership with clear business impact and recommended next steps.
Perform other related technical-support duties and participate in IT projects as assigned.
5% - 10% Business travel.