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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior IT Help Desk Analyst - **Company:** Tech 24 - **Location:** Greenville, SC, United States - **Experience:** Expert - **Salary:** $58,240.0 - $66,560.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Microsoft Azure, BASIC (Programming Language), Microsoft Online Services, Business Software, CompTIA Network+, Domain Name System (DNS), IP Addressing, Subnetting, Microsoft Office, Virtual Desktops, Azure Active Directory, Computer Network Technologies, Software Troubleshooting, Malware, Information Technology - **Published:** August 6, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=684c555026082f74 ## About the Role * 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 ## Description 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 ## Related Videos - [Small, Secure, Interconnected: The next Internet Protocol](https://www.wearedevelopers.com/videos/100062-small-secure-interconnected-the-next-internet-protocol) - [Enhancing Workload Security in Kubernetes](https://www.wearedevelopers.com/videos/356-enhancing-workload-security-in-kubernetes) - [The Sound of Privacy – What Your Spotify Data Reveals About You](https://www.wearedevelopers.com/videos/100346-the-sound-of-privacy-what-your-spotify-data-reveals-about-you) - [Navigating the Corporate Jungle: Life as a Developer in a large Company](https://www.wearedevelopers.com/videos/621-navigating-the-corporate-jungle-life-as-a-developer-in-a-large-company) - [Full Spectrum File Uploads](https://www.wearedevelopers.com/videos/870-full-spectrum-file-uploads) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [A Guide to Green Tech and Green IT Careers](https://www.wearedevelopers.com/magazine/374-a-guide-to-green-tech-and-green-it-careers) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [What’s the Difference between a Junior, Mid, and Senior Developer?](https://www.wearedevelopers.com/magazine/238-what-s-the-difference-between-a-junior-mid-and-senior-developer)