- Provide Tier II technical support for end users, resolving escalated issues related to desktops, laptops, mobile devices, operating systems, applications, and peripherals.
- Diagnose and troubleshoot complex hardware, software, and connectivity issues across Windows and/or macOS environments.
- Manage and resolve service requests and incidents within defined SLAs using the ITSM ticketing system.
- Serve as an escalation point for Tier I Service Desk staff and provide guidance, coaching, and technical assistance.
- Perform user account management including onboarding/offboarding, password resets, group memberships, and access provisioning (e.g., Active Directory, Azure AD).
- Support common enterprise applications such as Microsoft 365, email systems, VPNs, and collaboration tools.
- Assist with device imaging, deployments, upgrades, and patching.
- Create, maintain, and improve knowledge base articles, SOPs, and technical documentation.
- Identify recurring issues and recommend solutions to improve service desk efficiency and user experience.
- Participate in after-hours or on-call support rotations as required.
- Collaborate with infrastructure, security, and application teams to resolve cross-functional issues.
- Ensure compliance with IT policies, security standards, and data protection requirements.
- Other duties as assigned or required.

Requirements

- Associate’s or Bachelor’s degree in Information Technology or related field, or equivalent work experience.
- 3–5 years of experience in an IT Service Desk or technical support role.
- Strong working knowledge of Windows operating systems and Microsoft 365.
- Experience with Active Directory, user account management, and basic networking concepts.
- Familiarity with ITSM tools (e.g., ServiceNow, Jira Service Management, Zendesk).
- Excellent troubleshooting, analytical, and problem-solving skills.
- Strong verbal and written communication skills with a customer-service mindset.
- Experience supporting macOS and mobile device management (MDM) solutions (Desired).
- Basic knowledge of networking (DNS, DHCP, TCP/IP, VPN) (Desired).
- ITIL Foundation certification (Desired).
- Relevant technical certifications (CompTIA A+, Network+, Microsoft certifications) (Desired).

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

technical supporttroubleshootinguser account managementdevice imagingnetworkingWindows operating systemsmacOSMicrosoft 365Active DirectoryVPN

analytical skillsproblem-solving skillscommunication skillscustomer-service mindsetcoachingcollaboration

ITIL FoundationCompTIA A+Network+Microsoft certifications