Help Desk Specialist II

About the role

The Help Desk Specialist II serves as a critical escalation point for our corporate and facility technology infrastructure. This role bridges the gap between frontline triage and advanced system administration, ensuring high-performing system availability, security, and operational efficiency across all corporate and manufacturing locations.

Responsibilities

• Serve as the Tier 2 escalation point for advanced hardware, software, and network issues submitted by frontline support or external managed service provider (MSP) partners.
• Administer user accounts, security groups, and access permissions within Active Directory and Microsoft Entra ID (Azure AD), ensuring alignment with corporate compliance and a "Zero Trust" security framework.
• Provision, configure, and deploy corporate hardware (laptops, peripherals, and mobile devices) utilizing Mobile Device Management (MDM) tools such as Microsoft Intune.
• Diagnose and resolve core networking issues (TCP/IP, DNS, DHCP, VPN configurations, and Wi-Fi connectivity) and support localized IT infrastructure, including smart conference rooms and plant-floor connectivity.
• Manage day-to-day configuration and access for enterprise cloud applications, including Microsoft 365 (Exchange, Teams, SharePoint) and related corporate platforms.
• Maintain a comprehensive, accurate asset inventory database for all hardware and software licenses. Participate in regular internal audits to ensure physical security and software licensing compliance.
• Create, update, and maintain internal technical documentation and user-facing Knowledge Base (KB) articles to standardize IT processes and empower Tier 1 self-service.
• Partner closely with internal IT infrastructure staff, plant managers, and facility operations to coordinate hardware setups, office space transitions, and technical onboarding.

Qualifications

• A high school diploma or equivalent required.
• Minimum of 2 years of progressive experience in an IT Helpdesk, Desktop Support, or Technical Support Specialist role, preferably within a fast-paced corporate or manufacturing environment.
• Advanced troubleshooting knowledge of Windows 10/11 and macOS operating systems.
• Hands-on experience with Microsoft 365 Administration, Active Directory, and Microsoft Intune (or equivalent MDM platforms).
• Foundational understanding of network infrastructure and security protocols (VPNs, firewalls, and multi-factor authentication).
• A strong focus on root-cause analysis rather than temporary fixes; ability to identify patterns and systemic technical trends.
• Exceptional verbal and written communication skills, with the ability to translate complex technical concepts into accessible language for non-technical staff and leadership.
• Ability to remain calm and decisive under pressure while prioritizing tasks in accordance with established Service Level Agreements (SLAs).

Preferred Qualifications

• Associate or bachelor’s degree in information technology, Computer Science, or a related field is highly preferred.
• CompTIA Network+/Security+, Microsoft Certified: Endpoint Administrator Associate, or ITIL 4 Foundation.