Help Desk Technician Tier II

About the role

The Help Desk Tier II Technician is a mid-level technical role responsible for resolving more complex end-user and system issues, supporting the team’s client base, and serving as a key escalation point for Help Desk Tier I. This role is focused on deeper technical troubleshooting, ownership of client environments, and delivering consistent, high-quality support across a wide range of technologies. The Help Desk Tier II Technician operates with a higher level of autonomy, judgment, and technical capability, ensuring issues are resolved efficiently while maintaining strong communication with clients and internal teams. Tier II Technicians are not primarily responsible for live answer phone support; however, they may assist as needed during periods of high volume or team coverage gaps. Their primary focus remains on ticket-based work, escalations, and reactive engagement with the team’s client base to ensure stability and a strong overall service experience.

Responsibilities

• Serve as a reactive technical resource for the Service Team’s client base, building familiarity with client environments, users, and business needs through shared documentation and team collaboration
• Take ownership of client issues from initial triage through resolution, ensuring a high-quality and consistent support experience
• Build and maintain strong working relationships with client stakeholders, end users, and vendors
• Identify recurring issues, trends, or risks and communicate them to the appropriate internal stakeholders
• Resolve intermediate to advanced technical issues across workstation, application, and basic infrastructure layers, including:
  • Operating system issues and performance troubleshooting
  • Microsoft 365 administration (user management, mailbox issues, licensing)
  • Google Workspace administration (user management, Gmail issues, shared drive and permissions troubleshooting)
  • Active Directory and Entra ID administration (user accounts, group policies, permissions)
  • Network connectivity and device troubleshooting (VPN, wireless, basic firewall concepts)
  • Line of Business application troubleshooting and vendor coordination
  • Hardware troubleshooting and coordination for repair or replacement
  • macOS and MacBook troubleshooting and support, reflecting the growing share of Apple devices across client environments
• Analyze issues more deeply than Tier I, using structured troubleshooting methods to identify root cause and implement long-term solutions
• Escalate complex or high-risk issues to Tier III or Engineering with clear documentation and context
• Manage assigned ticket queues with a focus on prioritization, ownership, and timely resolution
• Handle escalations from Tier I, ensuring proper follow-through and communication
• Maintain clear, detailed, and accurate documentation within all tickets
• Ensure tickets are categorized, prioritized, and updated in alignment with company standards
• Support the Service Team’s full client base as a reactive technical resource, providing consistent and knowledgeable technical support
• Operate within a Service Delivery Team structure, leveraging