Senior IT Help Desk Analyst

The Senior IT Help Desk Analyst (Tier 2) is a critical hands-on role within the Tech24 IT team, responsible for providing both Tier 1 and Tier 2 support to all employees on-site and remote across a broad Microsoft ecosystem. This person serves as the primary escalation point for Tier 1 staff and acts as a bridge between front-line help desk support and senior IT infrastructure and security staff. The right candidate is technically sharp, communicative, self-sufficient, and takes initiative to solve problems before they become escalations., * Provide Tier 1 and Tier 2 IT support for all employees on-site and remote across Microsoft business applications including Office 365, Teams, OneDrive, and related tools

• Serve as the primary escalation point for Tier 1 staff on complex or unresolved issues including WAN and LAN connectivity, routers, firewalls, and security
• Respond to assigned support tickets within 1 to 2 hours and maintain clear, consistent communication with end users on ticket status and resolution progress
• Serve as first line troubleshooting support for Microsoft Entra ID, Azure environments, and on-premise domain configurations including user and device management, conditional access policies, and Azure Virtual Desktop
• Apply cybersecurity fundamentals including triaging endpoint protection alerts, enforcing MFA and conditional access policies, and following incident response and escalation procedures
• Maintain working knowledge of all line-of-business applications and their role in daily operations
• Monitor remote monitoring and management (RMM) system alerts and respond accordingly
• Participate in a rotating on-call schedule with some night and weekend availability required during system upgrades
• Maintain accurate documentation of all incidents, resolutions, and system configurations
• Proactively identify and resolve issues before they require escalation to senior IT staff
• Adhere to all company policies and procedures

• 3 to 5 years of experience in an IT support or help desk role with demonstrated Tier 2 escalation experience
• Advanced understanding of Windows operating systems, printing systems, and Microsoft 365 ecosystem
• Strong foundational networking knowledge including IP addressing, DNS, subnets, and basic routing concepts
• Hands-on experience with Microsoft Entra ID, Azure, and Freshservice or equivalent ITSM platforms
• Proficient in hardware and software troubleshooting including virus and malware removal
• Strong communication skills and emotional intelligence, stays calm and professional when users are frustrated
• Self-motivated and able to work independently in a fast-paced environment
• Ability to lift up to 50 lbs and reliable transportation required
• CompTIA Network+ certification or equivalent is a plus
• Experience supporting multi-site or distributed workforce environments is a plus

Competencies

• Strong character, builds and sustains trust, holds self and colleagues accountable
• Initiative, acts, seeks new opportunities, and sees problems through to resolution
• Results driven, persistent and tenacious with a clear vision for getting things done
• Adaptability, open to new ideas and able to shift priorities when the business needs it
• Fosters a team approach, no lone wolf mentality, collaboration is expected
• Sound judgment, leverages decision frameworks and exercises good judgment under pressure
• Integrity, impeccable professional standards in all situations

Pulled from the full job description Health insurance 401(k) matching Paid time off Vision insurance Dental insurance Employee assistance program Disability insurance

Full job description

At Tech24, we invest in our people so they can focus on doing great work. When you join our IT team, here is what you can expect:

• Work with a sharp, collaborative IT team that trusts you to get the job done
• Fully equipped for success, company computer and equipment provided
• Work-Life Balance, generous paid time off and paid holidays
• Comprehensive Benefits, medical, dental, vision, and short-term disability (effective 1st of the month following your hire date)
• Retirement Planning, 401(k) with company match and immediate vesting
• Employee Assistance Program (EAP), free, confidential counseling and support for you and your family, including financial and legal resources
• Room to grow, Tech24 is a rapidly expanding organization with increasing IT complexity and opportunity
• Hourly Rate: $28 to $32 an hour