Tier 2 Technical Support

TEKsystems • Seattle, WA

2d • $35 - $40 • Onsite

About The Position

Our client is seeking a Service Desk Analyst II (Lead) to serve as the primary escalation point for end-user support and provide day-to-day guidance to a student-based Tier 1 helpdesk team. This role combines strong hands-on desktop support expertise with light leadership, coaching, and operational oversight responsibilities while the Helpdesk Manager is on leave. The ideal candidate is a technical problem-solver and a supportive mentor who can ensure high-quality service delivery, maintain team productivity, and act as a bridge between Tier 1 support and senior engineering staff.

Requirements

• 3–5+ years of experience in desktop support or helpdesk (Tier 2 or above)
• Strong hands-on experience with: Microsoft technologies (Windows, M365/O365, Active Directory/Azure AD)
• Hardware troubleshooting and endpoint support
• Experience using ticketing systems (Jira preferred or equivalent)
• Proven ability to troubleshoot complex issues independently and escalate appropriately
• Strong interpersonal skills with the ability to coach, guide, and support junior staff
• Excellent communication and customer service skills

Nice To Haves

• Experience in higher education IT environments or supporting student users
• Prior experience in a lead, mentor, or acting supervisory role
• Familiarity with IT service management (ITIL concepts, SLA management)
• Experience working with student or early-career support staff

Responsibilities

• Serve as the primary escalation point for Tier 1 helpdesk (student staff) for complex desktop, application, and account issues
• Troubleshoot and resolve issues related to: Windows operating systems and Microsoft ecosystem (O365, Teams, Outlook, OneDrive, etc.), Endpoint hardware (laptops, desktops, peripherals), Identity/access issues and basic system integrations
• Document troubleshooting steps, resolutions, and knowledge articles in Jira
• Collaborate with Tier 3/senior analysts on advanced issues
• Provide day-to-day guidance and support to Tier 1 student helpdesk staff
• Coach team members on troubleshooting approaches, customer service, and best practices
• Assist in task prioritization and ticket triage to ensure SLA adherence
• Act as a point of contact in absence of the Helpdesk Manager, escalating operational concerns as needed
• Help reinforce documentation standards and knowledge sharing
• Manage ticket queues in Jira, ensuring timely intake, prioritization, and resolution
• Maintain high levels of customer satisfaction through clear communication and follow-up
• Identify recurring issues and recommend process or technical improvements
• Support onboarding/offboarding processes and device provisioning

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed