Service Desk Technician

We are seeking an experienced Level 2 Service Desk Technician to provide advanced technical support within a large enterprise environment. This position will troubleshoot and resolve escalated hardware, software, networking, Microsoft 365, and access-related issues while providing a high level of customer service to end users., * Diagnose and resolve advanced technical issues involving:

• Windows 10/11
• Microsoft 365, including Outlook, Teams, SharePoint, and OneDrive
• Active Directory and Azure AD
• MFA and identity/access issues
• LAN/WAN, VPN, Wi-Fi, DNS, DHCP, and TCP/IP
• Laptops, desktops, mobile devices, printers, and peripherals
• Manage incidents and service requests using ServiceNow or a similar ITSM platform.
• Provide both remote and onsite technical support to end users.
• Troubleshoot and support enterprise and business-critical applications.
• Perform user provisioning, access changes, password/account support, and offboarding.
• Image, deploy, configure, and troubleshoot end-user devices.
• Support Intune, SCCM, and other enterprise device management tools.
• Perform workstation updates, patching, and routine system maintenance.
• Escalate complex issues to Level 3, Infrastructure, Network, Cybersecurity, or other specialized teams when necessary.
• Maintain detailed and accurate ticket documentation while meeting established SLAs and KPIs.
• Create and maintain knowledge base articles, SOPs, and troubleshooting documentation.
• Identify recurring technical issues and recommend improvements.
• Collaborate with other IT teams to resolve complex or cross-functional technical problems.

The ideal candidate has strong hands-on troubleshooting experience, is comfortable supporting both office and operational environments, and can independently manage more complex issues that require Level 2 support., * 2-4+ years of IT support, desktop support, or service desk experience within an enterprise environment.

• Strong experience supporting Windows 10/11 and Microsoft 365.
• Hands-on experience with Active Directory, including user and access administration.
• Experience with ServiceNow or another enterprise ITSM/ticketing platform.
• Working knowledge of networking concepts including TCP/IP, DNS, DHCP, VPN, LAN/WAN, and Wi-Fi.
• Strong hardware and software troubleshooting skills.
• Excellent customer service, communication, and problem-solving abilities.
• Ability to work independently and prioritize multiple technical issues in a fast-paced environment.

Preferred Experience

• Experience with Azure AD, Intune, and SCCM.
• Familiarity with ITIL and IT service management best practices.
• Experience supporting users across multiple locations or operational environments.
• Certifications such as CompTIA A+, Network+, Security+, Microsoft MD-102, or ITIL Foundation., * Ability to lift and move computer equipment weighing up to approximately 40 lbs., Administrative Skills, Alliance/Partner Management, Artificial Intelligence (AI), Best Practices, CompTIA - Computing Technology Industry Association, CompTIA A+, CompTIA Network+, CompTIA Security+, Computer Workstations, Cross-Functional, Customer Support/Service, DHCP (Dynamic Host Configuration Protocol), DNS (Domain Name System), Desktop Administration, Desktop PC, Documentation, Establish Priorities, Help Desk, IT Service Management (ITSM), ITIL (IT Infrastructure Library), Identify Issues, Internet Security, Knowledge Base, Laptop PC, Leading Edge Technology, Local Area Network (LAN), Maintenance Services, Microsoft Access Database, Microsoft Active Directory, Microsoft Outlook, Microsoft Product Family, Microsoft SharePoint, Microsoft Windows Azure, Microsoft Windows Operating System, Mobile Devices, On Site Support, Operational Support, Performance Metrics, Peripheral Hardware, Printers, Problem Solving Skills, Professional Services, Safety Training, Safety/Work Safety, Service Level Agreement (SLA), ServiceNow, Software Administration, Software Patches, Standard Operating Procedures (SOP), System Center Configuration Manager (SCCM), Systems Maintenance, TCP/IP (Transmission Control Protocol/Internet Protocol), Talent Management, Technical Delivery, Technical Support, United States Citizen, VPN (Virtual Private Network), Wi-Fi, Wide Area Network (WAN)

• Must follow applicable workplace safety requirements when supporting operational locations.

Our benefits package includes:

• Comprehensive medical benefits
• Competitive pay
• 401(k) retirement plan
• …and much more!

Technology, is our focus and quality is our commitment. As a leading global expert in delivering flexible technology and talent solutions, we strategically align industry and technical expertise with our clients’ business objectives and cultural needs. Our tailored offerings include a wide variety of professional services, project solutions, managed services, and talent resources, all bolstered by our strategic partnerships with cutting-edge technology services. By always striving for excellence and focusing on the human aspect of our business, we work seamlessly with our talent and clients to match the right solutions to the right opportunities. Learn more about us at www.inspyrsolutions.com.