IT Helpdesk Technician - Tier 2
About The Position
We are seeking an experienced and service-oriented Tier 2 IT Helpdesk Technician to provide day-to-day technical support for our employees and technology systems. This role goes beyond basic Tier 1 support and password resets. We are looking for someone who can independently troubleshoot hardware, software, network, email, and mobile-device issues while providing responsive and professional support to our team. The ideal candidate is hands-on, resourceful, patient, and comfortable working directly with employees who have varying levels of technical experience. You should be able to diagnose issues, communicate solutions clearly, and know when a problem requires escalation.
Requirements
- Previous experience in an IT Helpdesk, Desktop Support, or Tier 2 technical support role.
- Hands-on experience with: Microsoft 365
- Hands-on experience with: Microsoft Active Directory
- Hands-on experience with: Microsoft Exchange/Exchange Online
- Hands-on experience with: Windows 11 and Windows desktop support
- Hands-on experience with: Mobile Device Management (MDM)
- Hands-on experience with: Apple device management and Apple Business Manager (ABM)
- Hands-on experience with: Microsoft Office applications
- Hands-on experience with: Basic networking and connectivity troubleshooting
- Strong problem-solving and troubleshooting skills.
- Ability to communicate technical information clearly to non-technical users.
- Strong customer-service mindset and professional communication skills.
- Ability to prioritize multiple requests and work independently.
- Reliable, organized, and comfortable taking ownership of issues through resolution.
Nice To Haves
- Experience with IT security practices, user-access management, hardware deployment, network troubleshooting, vendor coordination, and supporting a multi-location organization is a plus.
Responsibilities
- Provide Tier 2 technical support for desktops, laptops, mobile devices, software, and user accounts.
- Troubleshoot and resolve issues involving Windows 11 and Windows desktop environments.
- Administer and support Microsoft 365, Microsoft Active Directory, and user accounts.
- Support Microsoft Exchange and Exchange Online, including email configuration and troubleshooting.
- Manage and troubleshoot mobile devices using Mobile Device Management (MDM) solutions.
- Support Apple devices and Apple Business Manager (ABM).
- Diagnose basic network connectivity, Wi-Fi, printer, VPN, and peripheral issues.
- Install, configure, maintain, and troubleshoot computers, software, and other IT equipment.
- Provide support for Microsoft Office applications, including Outlook, Word, Excel, Teams, and related applications.
- Assist with employee onboarding and offboarding, including account setup, equipment deployment, access permissions, and device recovery.
- Document technical issues, resolutions, equipment, and recurring problems.
- Identify opportunities to improve IT processes, security, system reliability, and the overall employee experience.
- Coordinate with outside IT vendors or higher-level technical resources when escalation is necessary.
Benefits
- Cell phone & Laptop provided
- health insurance
- retirement plan or 401(k)
- paid time off
- other company-sponsored benefits
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
