Tier II Help Desk

Qualifications

Bachelors and 3+ years' experience
Associates and 5+ years' experience
High School and 7+ years' experience

Job Duties

• Provide Tier II hardware and application support, including diagnosis and remediation, password and access resets, software installation, configuration, removal, and performance tuning
• Image, reimage, and deploy enterprise workstations using Microsoft Endpoint Configuration Manager (SCCM) and approved task sequences
• Support end users using approved remote assistance tools and in-person troubleshooting, resolving issues efficiently while maintaining security standards
• Manage incidents and service requests, performing analysis, documentation, and resolution in accordance with defined processes
• Perform root cause analysis to identify recurring issues and recommend corrective actions
• Administer Active Directory tasks such as account management, group membership, and workstation domain support
• Provide mobile device management support, including device provisioning, resets, and remote wiping
• Deliver printer support, including setup, queue configuration, toner and parts replacement, and issue remediation
• Accurately document work in CRM, ticketing, and ACD systems

Required Skills

• Strong ability to troubleshoot Windows hardware and software issues
• Experience deploying and imaging enterprise workstations in a managed IT environment
• Proficiency with remote support and remote desktop tools
• Excellent written and verbal communication skills with a strong customer service focus
• Ability to work independently and collaboratively within a team environment
• Demonstrated ability to follow established procedures and workflows

Desired Skills

• ITIL Service Management
• Policy Analysis
• Workstation Patching/Testing
• Desktop Engineering
• Release Management
• Knowledge Management