Help Desk Support Analyst (Tier II)

About the role

We are seeking a Tier II IT Support Analyst to provide hands-on technical support to a growing IT team. The ideal candidate will have strong experience supporting Microsoft environments, Microsoft Intune, and JAMF, with the ability to troubleshoot escalated issues and manage ongoing help desk tickets.

Responsibilities

• Provide Tier II technical support for hardware, software, applications, and user issues.
• Troubleshoot and resolve escalated help desk tickets in a timely manner.
• Support and manage devices through Microsoft Intune and JAMF.
• Assist with Microsoft 365, Windows, user accounts, permissions, and endpoint administration.
• Work collaboratively with the IT team to resolve issues and maintain a high level of user support.
• Document solutions, update tickets, and identify recurring issues.

Requirements

• 3 - 5+ years of experience in IT/help desk support, in a Tier II capacity.
• Strong Microsoft/Windows troubleshooting experience.
• Hands-on experience with Microsoft Intune and JAMF.
• Strong customer service, communication, and problem-solving skills.
• Ability to manage multiple tickets and priorities in a fast-paced environment.