Tier 2 IT Help Desk Technician

We are seeking an experienced IT Support Technician II to provide hands-on technical support across a growing enterprise environment. This role serves as a key escalation point for end-user issues and is responsible for maintaining the performance and reliability of employee technology, including workstations, mobile devices, software, networking, and conference room systems.

The ideal candidate brings a strong customer-service mindset, advanced troubleshooting capabilities, and experience supporting both onsite and remote users. This is an excellent opportunity for someone who enjoys solving technical challenges, collaborating with cross-functional teams, and contributing to a high-performing IT organization., * Deliver Tier 2 technical support for desktop, laptop, mobile, application, and connectivity issues.

• Assist employees through a variety of support channels, including walk-up requests, phone, email, and remote support tools.
• Deploy, configure, maintain, and troubleshoot end-user hardware and software.
• Support printers, monitors, docking stations, phones, peripherals, and other workplace technology.
• Troubleshoot and maintain conference room and audiovisual solutions to ensure seamless meetings and presentations.
• Investigate and resolve escalated incidents involving operating systems, business applications, and network-related issues.
• Install system updates, hardware upgrades, and software releases while following established IT standards.
• Track, document, and update support requests within the ticket management system.
• Create and maintain technical documentation, procedures, and knowledge base articles.
• Partner with infrastructure teams, vendors, and technical specialists to resolve complex issues.
• Participate in scheduled on-call rotations and provide onsite support coverage as needed.
• Assist with workstation deployments, refresh projects, and technology rollouts.
• Support IT asset inventory management and lifecycle processes.

• Associate degree in Information Technology, Computer Science, or a related discipline; equivalent experience will also be considered.
• Minimum of 3 years of experience in IT support, service desk, desktop support, or a similar technical support role.
• At least 1 year of experience handling escalated support issues in a Tier 2 environment.
• Strong knowledge of Microsoft Windows operating systems and enterprise desktop technologies.
• Experience troubleshooting hardware, software, networking, and user access issues.
• Familiarity with remote support tools and ticketing platforms.
• Working knowledge of networking fundamentals, including VPN connectivity, DNS, DHCP, and general troubleshooting techniques.
• Excellent verbal and written communication skills with a customer-focused approach.
• Strong organizational skills with the ability to manage multiple priorities effectively.
• Ability to work independently while also collaborating within a team environment.
• Experience supporting end-user devices in a professional corporate setting., * Experience participating in workstation deployments, office moves, infrastructure upgrades, or other IT implementation projects.
• Familiarity with IT service management methodologies and ITIL-based support practices.
• Experience maintaining technical documentation and knowledge management resources.

Nice-to-Have Skills

• IT asset tracking and inventory management experience.
• Exposure to enterprise endpoint management and device provisioning.
• Knowledge of conference room technology and audiovisual systems.
• Experience supporting hybrid and remote work environments.
• Understanding of Microsoft 365 administration and collaboration tools.

• Exposure to a broad range of technologies and enterprise IT initiatives.
• Collaborative team environment with opportunities for professional growth.
• Competitive compensation with the potential for long-term career advancement.