Tier 2 Help Desk Specialist

Responsibilities

• Communicate effectively with end users and stakeholders regarding issue status and resolution progress
• Safeguard and manage the IT infrastructure, including endpoint management, identity administration, and collaboration platforms
• Escalate tickets from Tier 1 for advanced troubleshooting of endpoint/desktop management, messaging, collaboration, and business applications
• Diagnose and resolve hardware, software, and network problems through in-depth analysis and troubleshooting
• Collaborate with Tier 3 and engineering teams for problem resolution, system upgrades, and long-term corrective actions
• Manage incident lifecycle from escalation through resolution, ensuring adherence to SLAs and proper documentation
• Manage endpoint compliance and patching via Intune and SCCM; remediate vulnerabilities flagged by Nessus scans
• Perform OS imaging and encryption (BitLocker) for new deployments and refresh cycles
• Provide laptop/desktop/phone support and provisioning
• Administer identity and access controls in Active Directory, Azure AD/Entra, and Okta; enforce MFA and conditional access policies
• Support collaboration platforms (Teams, SharePoint, Exchange Online) including VIP queue handling and white-glove support
• Develop, maintain, and update knowledge articles
• Maintain accurate SLA/OLA reporting using ServiceNow dashboards; contribute to continual improvement register
• Analyze recurring incidents to identify root causes and recommend process or technology improvements
• Provide mentoring and technical guidance to Tier 1 staff to improve first-call resolution rates

Requirements

• Bachelor's degree in IT, Computer Science, or related discipline or four additional years of experience if no degree
• Three (3) years of progressive IT support experience, including Tier 1 and Tier 2 support responsibilities
• Experience with remote desktop tools, ticketing systems, and ITSM platforms (e.g., ServiceNow, Remedy, Jira)
• Strong working knowledge of endpoint/desktop management, messaging, collaboration, and business applications
• Experience obtaining public trust security clearance
• Experience with Microsoft Intune and/or SCCM/MECM
• Proficiency in Active Directory, Azure AD/Entra, and/or Okta for identity lifecycle and MFA
• Experience using ServiceNow or alternative IT Service Management / Ticketing system
• Familiarity with Microsoft 365 collaboration stack (Teams, Exchange Online, SharePoint)

Preferred Skills

• CompTIA A+
• HDI Desktop Support Technician
• ITIL v4 Foundations
• Microsoft Certified: Endpoint Administrator Associate
• ServiceNow System Administrator

Soft Skills

• Analytical Thinking: Quickly identifies technical problems and determines effective solutions
• Customer Focus: Maintains professionalism and empathy while resolving complex or escalated user issues
• Communication: Clearly explains technical concepts to non-technical users and writes concise documentation
• Collaboration: Works closely with cross-functional teams and mentors junior support staff
• Time Management: Prioritizes and manages multiple open tickets to meet response and resolution SLAs
• Adaptability: Responds effectively to changing technologies and evolving support environments
• Attention to Detail: Accurately documents troubleshooting steps and resolutions in ticketing systems
• Initiative: Proactively identifies opportunities to improve systems, processes, and user experiences