IT Support Technician Tier 2

We are seeking a Tier 2 IT Support Technician to provide advanced technical support for end users across hardware, software, and enterprise systems. This role serves as an escalation point for Tier 1 support and is responsible for diagnosing and resolving moderately complex technical issues related to Windows operating systems, Microsoft 365, and endpoint devices., + Provide Tier 2 technical support for desktops, laptops, peripherals, and enterprise applications

• Troubleshoot and resolve issues related to Windows OS (Windows 10/11), including performance, configuration, and security

• Support Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint, and Exchange Online

• Diagnose and resolve hardware issues such as desktops, laptops, printers, monitors, docks, and mobile devices

• Install, configure, and maintain software applications and system updates

• Escalate unresolved or complex issues to Tier 3 or infrastructure teams as appropriate

• Document incidents, requests, and resolutions accurately in the ticketing system

• Assist with onboarding/offboarding by setting up workstations, software, and user access

• Follow ITIL best practices, SLAs, and internal support procedures

• 2-4 years of experience in IT support, service desk, or desktop support roles

• Strong experience supporting Windows operating systems

• Hands-on experience with Microsoft 365 administration and end-user support

• Solid understanding of hardware troubleshooting and software diagnostics

• Experience working with ticketing systems (ServiceNow, Jira, Zendesk, etc.)

• Strong troubleshooting, problem-solving, and communication skills

Preferred Qualifications

• Experience with Active Directory (user accounts, password resets, group membership)

• Familiarity with basic networking concepts (DNS, DHCP, VPN, Wi-Fi)

• Experience supporting remote users and mobile devices

• IT certifications such as CompTIA A+, Network+, or Microsoft certifications

• Experience in a corporate or enterprise IT environment, All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.

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