Help Desk Analyst II

The Help Desk II / IT Support Specialist provides Tier 2 technical support to end users across a Microsoft-based enterprise environment. This position is responsible for troubleshooting hardware, software, operating system, account access, network connectivity, and Microsoft 365 issues that require deeper investigation beyond Tier 1 support.

The ideal candidate has strong Windows troubleshooting experience, understands Active Directory and Microsoft Entra ID, and is comfortable supporting users through a ticketing system while documenting issues and resolutions., * Provide Tier 2 support for Windows 10/11 desktops, laptops, mobile devices, printers, and peripherals.

• Troubleshoot Microsoft 365 applications including Outlook, Teams, OneDrive, and Office applications.
• Support Active Directory and Microsoft Entra ID user accounts, groups, permissions, password resets, and account lockouts.
• Troubleshoot VPN, Wi-Fi, TCP/IP, DNS, DHCP, and general network connectivity issues.
• Support endpoint provisioning, software installation, imaging, and device configuration.
• Assist with Microsoft Intune-managed devices and endpoint compliance issues.
• Troubleshoot MFA, SSO, and authentication issues.
• Work incidents and service requests through ServiceNow or a comparable ITSM platform.
• Escalate infrastructure, networking, security, and application issues when necessary.
• Maintain accurate ticket documentation and contribute to knowledge-base articles.

• 2+ years of Help Desk, Service Desk, Desktop Support, or IT Support experience.
• Strong Windows 10/11 troubleshooting skills.
• Hands-on experience with Active Directory.
• Familiarity with Microsoft Entra ID / Azure AD.
• Experience supporting Microsoft 365.
• Understanding of TCP/IP, DNS, DHCP, VPN, Wi-Fi, and basic networking.
• Experience with remote support tools and ticketing systems such as ServiceNow.
• Experience installing, configuring, and troubleshooting software and hardware.
• Strong customer service and communication skills.

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