Senior Help Desk Technician Tier 2

We are seeking a Senior IT Help Desk Technician to provide advanced technical support and serve as an escalation point for complex issues. This is a fully onsite role with direct interaction across office and production environments.

What You'll Do

• Resolve Tier 2 and escalated technical issues across:
• Microsoft 365 (Exchange, Teams, SharePoint)
• NetSuite access and user roles
• Endpoint and system performance issues
• Serve as escalation support for Help Desk Technicians
• Troubleshoot network infrastructure (switches, firewalls, Wi-Fi, VLANs)
• Administer Microsoft 365 tenant (users, licenses, permissions)
• Manage SharePoint permissions and site structure
• Improve help desk processes:
• Ticket workflows, SLAs, and documentation
• Lead onboarding and offboarding IT processes
• Coordinate with vendors and external partners
• Support cybersecurity practices (MFA, phishing response, endpoint compliance)
• Train and mentor junior IT staff

Do you have experience in VLAN?, * 3-5+ years of IT support experience (Tier 2 or higher)

• Strong experience with:
• Microsoft 365 administration
• SharePoint
• Endpoint troubleshooting and support
• Working knowledge of networking:
• TCP/IP, DNS, DHCP, VLANs
• Ability to diagnose and resolve complex technical issues
• Strong documentation and process discipline

Preferred Qualifications

• Experience with NetSuite or ERP systems
• Experience with Intune or endpoint management tools
• Certifications:
• CompTIA Network+ or Security+
• Microsoft 365 certifications

Pulled from the full job description

• 401(k)
• Health insurance
• Retirement plan
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance, * Lead role within a lean, high-impact IT team
• Direct exposure to enterprise systems and cloud operations
• Opportunity to shape processes and standards
• Career growth into systems, cloud, or IT leadership roles

Pay: $70,000.00 - $90,000.00 per year, * 401(k)

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Royal Case Company operates a modern, cloud-first IT environment supporting manufacturing and eCommerce operations. Our core systems-Microsoft 365, NetSuite, and SharePoint-enable critical business processes across the organization.