Desktop Support II
Beacon Hill · Brownsburg, IN · 1 mo ago
On-siteInformation TechnologyFull-time
About the role
This is an opportunity for an experienced tier 2 desktop support professional who is looking for a home where they can grow in their career. This desktop support specialist will support day-to-day endpoint, mobility, and productivity application operations with a strong customer service focus.
Responsibilities
- Support Microsoft Intune for iOS/iPadOS and Windows devices
- Support Windows Autopilot deployments
- Support software packaging
- Support hardware refresh activities
- Support Microsoft 365 application operations including Outlook, Teams, OneDrive, SharePoint
- Coordinate cellular service
- Escalate more difficult issues to tier 3
Requirements
- 5+ years of experience in IT Tier 2 desktop support
- Experience with escalations and customer-facing troubleshooting
- Strong Windows 10/11 skills
- Experience supporting Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint in an end-user environment
- Experience with Active Directory identity and access management on-premises and in Entra ID (Azure AD)
- Experience with networking fundamentals including TCP/IP, DNS basics, and troubleshooting for VPN/Wi-Fi
- Hands-on support for hardware and peripherals (imaging/deployment, docks, monitors, printers/scanners) and routine BIOS/firmware updates
- Experience with ITSM tools (ServiceNow, Jira, Freshservice, etc.) with strong documentation habits including creating knowledge base articles and support documentation
- Excellent organizational skills, attention to detail, and clear written/verbal communication
- A strong focus on customer service
- Experience with Powershell scripting or other scripting for automation
- Experience with Windows Autopilot and device provisioning workflows
- Experience with Intune/MDM troubleshooting
- Experience with ServiceNow including ITSM, knowledge, and/or asset management
- Experience supporting hardware refresh projects
- Experience supporting cellular and mobile plans
Qualifications
Required Skills:
- Must have 5+ years of experience in IT Tier 2 desktop support
- Must have experience with escalations and customer-facing troubleshooting
- Must have strong Windows 10/11 skills
- Must have experience supporting Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint in an end-user environment
- Must have experience with Active Directory identity and access management on-premises and in Entra ID (Azure AD)
- Must have experience with networking fundamentals including TCP/IP, DNS basics, and troubleshooting for VPN/Wi-Fi
- Must have hands-on support for hardware and peripherals (imaging/deployment, docks, monitors, printers/scanners) and routine BIOS/firmware updates
- Must have experience with ITSM tools (ServiceNow, Jira, Freshservice, etc.) with strong documentation habits including creating knowledge base articles and support documentation
- Must have excellent organizational skills, attention to detail, and clear written/verbal communication
- Must have a strong focus on customer service
- Experience with Powershell scripting or other scripting for automation is ideal
- Experience with Windows Autopilot and device provisioning workflows is ideal
- Experience with Intune/MDM troubleshooting is ideal
- Experience with ServiceNow including ITSM, knowledge, and/or asset management is desired
- Experience supporting hardware refresh projects is ideal
- Experience supporting cellular and mobile plans is ideal
Skills
Required Skills:
- Must have 5+ years of experience in IT Tier 2 desktop support
- Must have experience with escalations and customer-facing troubleshooting
- Must have strong Windows 10/11 skills
- Must have experience supporting Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint in an end-user environment
- Must have experience with Active Directory identity and access management on-premises and in Entra ID (Azure AD)
- Must have experience with networking fundamentals including TCP/IP, DNS basics, and troubleshooting for VPN/Wi-Fi
- Must have hands-on support for hardware and peripherals (imaging/deployment, docks, monitors, printers/scanners) and routine BIOS/firmware updates
- Must have experience with ITSM tools (ServiceNow, Jira, Freshservice, etc.) with strong documentation habits including creating knowledge base articles and support documentation
- Must have excellent organizational skills, attention to detail, and clear written/verbal communication
- Must have a strong focus on customer service
- Experience with Powershell scripting or other scripting for automation is ideal
- Experience with Windows Autopilot and device provisioning workflows is ideal
- Experience with Intune/MDM troubleshooting is ideal
- Experience with ServiceNow including ITSM, knowledge, and/or asset management is desired
- Experience supporting hardware refresh projects is ideal
- Experience supporting cellular and mobile plans is ideal
Benefits
Beacon Hill offers a robust benefit package including, but not limited to, medical, dental, vision, and federal and state leave programs as required by applicable agency regulations to those that meet eligibility. Upon successfully being hired, details will be provided related to our benefit offerings.
Pay
TBD
Schedule
TBD