Help Desk Tier II Analyst

We are seeking a Help Desk Tier II Analyst to provide hands-on technical support for end users in a fast-paced Microsoft Windows environment. This role is responsible for troubleshooting hardware, software, and application issues while delivering exceptional customer service. The ideal candidate will have experience supporting Windows 11, Active Directory, Microsoft Intune, and ServiceNow, with the ability to resolve Tier I and Tier II technical issues both remotely and onsite., + Provide Tier II technical support for desktop, laptop, application, and mobile device issues.

• Troubleshoot and resolve hardware break/fix issues for laptops and end-user devices.

• Support Microsoft Windows 11 environments and related technologies.

• Assist users with Microsoft Office Suite, Outlook, MFA, VPN connectivity, and general desktop support.

• Perform user onboarding and offboarding activities, including account provisioning, deactivation, and Active Directory management.

• Support software deployment and troubleshooting using Software Center.

• Manage mobile devices and endpoint configurations through Microsoft Intune (MDM).

• Diagnose and resolve DNS, connectivity, and network-related issues.

• Provide technical support on the production floor as needed (training provided).

• Document, track, and manage incidents, service requests, and resolutions in ServiceNow.

• Collaborate with internal IT teams to escalate and resolve complex issues.

• Maintain a consistent support workload while ensuring timely ticket resolution and excellent customer service.

• 3+ years of experience in a Help Desk, Desktop Support, or IT Support role.

• Strong experience supporting Microsoft Windows 10/11 environments.

• Hands-on experience with:

• Active Directory

• Microsoft Intune (MDM)

• Microsoft Office Suite

• Outlook

• Multi-Factor Authentication (MFA)

• VPN connectivity

• DNS troubleshooting

• Mobile device support

• Experience using ticketing systems such as ServiceNow.

• Knowledge of software deployment and endpoint management tools.

• Strong troubleshooting, problem-solving, and customer service skills.

• Ability to prioritize multiple tasks in a fast-paced environment.

• Excellent verbal and written communication skills.

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