Tech Support 2

We are seeking an IT Support Analyst to join a growing technology team supporting end users in a professional services environment. This role will focus on Windows 11, Microsoft 365, endpoint management, collaboration technologies, and AI-powered workplace tools. The ideal candidate has strong troubleshooting skills, Tier 2 support experience, and exposure to automation and AI technologies while providing exceptional customer service and technical support., Technical Support

• Provide Tier 2 support for escalated technical issues and service requests.
• Deliver onsite and remote support for desktops, laptops, printers, mobile devices, and peripheral equipment.
• Perform user account management, software installation, and routine system administration tasks.
• Assist with software deployments, patch management, and operating system upgrades.
• Support employee onboarding and offboarding activities, including hardware provisioning and lifecycle management.
• Maintain accurate incident, asset, and resolution documentation within ITSM platforms.
• Coordinate with vendors for hardware repairs and software support.

Business Application Support

• Support and troubleshoot business-critical applications and productivity tools.
• Assist users with document management, records management, billing, workflow, and research applications.
• Support Microsoft 365 applications and associated integrations.
• Provide user enablement and troubleshooting for AI-powered productivity solutions, including Microsoft Copilot and similar automation platforms.
• Assist with document templates, macros, metadata management, and workflow processes.

A/V & Collaboration Support

• Support conference room technologies and unified communications platforms.
• Configure, maintain, and troubleshoot audio/visual equipment for meetings and training sessions.
• Support Teams, Zoom, Webex, and other collaboration technologies.
• Maintain conferencing room hardware and ensure meeting readiness.

Project & Team Support

• Participate in hardware refreshes, office technology projects, and system deployments.
• Assist with technology rollouts and operational improvement initiatives.
• Provide guidance and knowledge sharing to junior team members and end users.
• Support compliance with IT policies, procedures, and security standards.

• 3-5 years of IT support experience.
• Experience providing Tier 2 desktop and end-user support.
• Strong experience supporting Windows 11 and Microsoft 365 environments.
• Experience with Active Directory user administration and provisioning.
• Experience with remote access technologies, VPNs, and virtual desktop environments.
• Familiarity with endpoint management solutions such as Intune and SCCM.
• Experience supporting collaboration and conferencing technologies.
• Strong troubleshooting, problem-solving, and root cause analysis skills.
• Excellent communication and documentation skills.
• Ability to work independently while managing multiple priorities., * Experience supporting users in a professional services environment.
• Experience with Mobile Device Management (MDM) platforms.
• Experience with virtualization platforms and remote desktop technologies.
• Familiarity with data protection and Data Loss Prevention (DLP) practices.
• Exposure to AI tools, automation technologies, and Microsoft Copilot.
• Experience supporting enterprise business applications.
• Bachelor’s degree in Information Technology, Computer Science, or a related field preferred.
• Microsoft 365 Certified: Modern Desktop Administrator Associate.
• ITIL Foundation certification.
• CTS (Certified Technology Specialist) certification.

Skills

Windows 11, Microsoft 365, Active Directory, Azure Virtual Desktop (AVD), VPN, Intune, SCCM, Endpoint Management, Mobile Device Management (MDM), Tier 2 Support, Desktop Support, ITSM Tools, Hardware Lifecycle Management, Software Deployment, Patch Management, User Provisioning, Microsoft Teams, Zoom, Webex, Teams Rooms, Zoom Rooms, Audio/Visual Support, Conference Room Technology, AI & Automation, Microsoft Copilot, Troubleshooting, Root Cause Analysis, Asset Management, Documentation, Enterprise Applications, Professional Services IT Support, Data Loss Prevention (DLP), Virtualization, Remote Support, Technical Support, Process Improvement.