Service Desk Technician - II

The IT Service Desk Technician II is responsible for providing advanced technical support to employees. This role requires strong troubleshooting skills, excellent customer service, and hands-on experience supporting Microsoft cloud and endpoint technologies., · Provide Tier 2 support for hardware, software, network, and mobile device issues.

· Troubleshoot escalated incidents and service requests to resolution.

· Support Microsoft 365, Entra ID, Active Directory, Intune, and Teams.

· Perform workstation deployment, imaging, patching, and lifecycle management.

· Administer user accounts, permissions, and access requests.

· Maintain accurate ticket documentation and meet SLA targets.

· Create knowledge base articles and technical documentation.

· Participate in IT projects, upgrades, and cybersecurity initiatives.

· Associate degree in Information Technology or equivalent experience.

· 3+ years of Service Desk or Desktop Support experience.

· Strong knowledge of Windows 10/11 and Microsoft 365.

· Experience with Active Directory, Entra ID, Intune, DNS, DHCP, and VPN technologies.

· Excellent communication and customer service skills.

Preferred Qualifications

· CompTIA A+, Network+, Security+, or Microsoft certifications.

· PowerShell scripting experience.

· VoIP and Teams Phone support experience., * service desk: 3 years (Required)

• Microsoft Entra: 2 years (Preferred)

License/Certification:

• CompTIA A+ (Preferred)

Regular business hours are Monday through Friday, 8:30 AM to 5:00 PM. While this position is primarily scheduled during normal business hours, occasional evening and weekend work may be required to support system maintenance, upgrades, technology deployments, project implementations, emergency response activities, and other business-critical IT initiatives. Flexibility to work outside of standard business hours as needed is expected.

Benefits Package

· Medical, Dental, and Vision Insurance

· 401(k) with Company Match

· Paid Time Off and Company Holidays

· Life and Disability Insurance

· Employee Assistance Program

· Career Growth Opportunities

Salary Range

$55,000 - $75,000 annually, dependent on experience, certifications, and qualifications.

Equal Opportunity Employer

We are an Equal Opportunity Employer and are committed to fostering an inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable law.

Pay: $55,000.00 - $75,000.00 per year, * 401(k)

• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance