Senior IT Help Desk Analyst

About the role

This Senior IT Help Desk Analyst (Tier 2) is a critical hands-on role within the Tech24 IT team, responsible for providing both Tier 1 and Tier 2 support to all employees on-site and remote across a broad Microsoft ecosystem. The right candidate serves as the primary escalation point for Tier 1 staff and acts as a bridge between front-line help desk support and senior IT infrastructure and security staff. The ideal hire is technically sharp, communicative, self-sufficient, and takes initiative to solve problems before they become escalations.

Responsibilities

• Provide Tier 1 and Tier 2 IT support for all employees on-site and remote across Microsoft business applications including Office 365, Teams, OneDrive, and related tools
• Serve as the primary escalation point for Tier 1 staff on complex or unresolved issues including WAN and LAN connectivity, routers, firewalls, and security
• Respond to assigned support tickets within 1 to 2 hours and maintain clear, consistent communication with end users on ticket status and resolution progress
• Serve as first line troubleshooting support for Microsoft Entra ID, Azure environments, and on-premise domain configurations including user and device management, conditional access policies, and Azure Virtual Desktop
• Apply cybersecurity fundamentals including triaging endpoint protection alerts, enforcing MFA and conditional access policies, and following incident response and escalation procedures
• Maintain working knowledge of all line-of-business applications and their role in daily operations
• Monitor remote monitoring and management (RMM) system alerts and respond accordingly
• Participate in a rotating on-call schedule with some night and weekend availability required during system upgrades
• Maintain accurate documentation of all incidents, resolutions, and system configurations
• Proactively identify and resolve issues before they require escalation to senior IT staff
• Adhere to all company policies and procedures

Qualifications

• 3 to 5 years of experience in an IT support or help desk role with demonstrated Tier 2 escalation experience
• Advanced understanding of Windows operating systems, printing systems, and Microsoft 365 ecosystem
• Strong foundational networking knowledge including IP addressing, DNS, subnets, and basic routing concepts
• Hands-on experience with Microsoft Entra ID, Azure, and Freshservice or equivalent ITSM platforms
• Proficient in hardware and software troubleshooting including virus and malware removal
• Strong communication skills and emotional intelligence; stays calm and professional when users are frustrated
• Self-motivated and able to work independently in a fast-paced environment
• Ability to lift up to 50 lbs and reliable transportation required
• CompTIA Network+ certification or equivalent is a plus
• Experience supporting multi-site or distributed workforce environments is a plus

Benefits

• Fully equipped for success, company computer and equipment provided
• Work-Life Balance, generous paid time off and paid holidays
• Comprehensive Benefits, medical, dental, vision, and short-term disability (effective 1st of the month following your hire date)
• Retirement Planning, 401(k) with company match and immediate vesting
• Employee Assistance Program (EAP), free, confidential counseling and support for you and your family, including financial and legal resources
• Room to grow, Tech24 is a rapidly expanding organization with increasing IT complexity and opportunity

Pay

Hourly Rate: $28 to $32 an hour