> Markdown version of [/jobs/ext/550136-it-tier-2-support-technician](https://www.wearedevelopers.com/jobs/ext/550136-it-tier-2-support-technician). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Tier 2 Support Technician - **Company:** Novaspect Inc - **Location:** Schaumburg, IL, United States - **Experience:** Experienced - **Salary:** $62,400.0 - $70,720.0 - **Contract:** Temporary contract - **Skills:** Microsoft Windows, Active Directory, BIOS, CompTIA Network+, Cyber Security, System Configuration, Dynamic Host Configuration Protocol, Domain Name System (DNS), Firmware, Monitoring of Systems, Hyper-V, Identity and Access Management, Virtual Private Networks (VPN), Networking Basics, Network Connections, Paessler Router Traffic Grapher, Windows PowerShell, Remote Access Technology, Azure Active Directory, Phishing, Microsoft SharePoint, TCP/IP, User Provisioning Software, Wireless Access Point, Zabbix, Microsoft InTune, Information Technology, Deployment Automation, Network Server, Wsus - **Published:** June 10, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=036cb2e0228f3956 ## About the Role Do you have experience in VPN management?, Do you have a Bachelor's degree?, * Bachelor's degree in Information Technology, Computer Science, or related field or equivalent hands-on experience * 3-5 years of progressive professional IT support experience in a business environment, with demonstrated time in a Tier 2 Help Desk or equivalent role * Strong hands-on experience with Windows 10/11, Microsoft 365 E5, Autopilot, and Active Directory required * Ability to prioritize and manage multiple tasks in a fast-paced environment * Strong troubleshooting methodology, documentation discipline, and professional communication skills * Experience with mobile device support and Microsoft Intune * ITSM & asset management tools: Freshservice, PDQ * Familiarity with endpoint protection platforms (CrowdStrike or similar) * Solid grasp of networking fundamentals and remote access technologies * Genuine curiosity to solve problems and have strong customer-service mindset IT Tier 2 Support Technician Additional Requirements * Understanding of the principles of ITIL 4 Foundation * Experience with or understanding of Exchange Online and Microsoft Teams administration * Mobile administration: Apple Business Manager, Verizon Admin Portal * Familiarity with PowerShell scripting for automation and diagnostics * Exposure to hybrid identity environments (Azure AD Connect, SSO) * IT certifications such as CompTIA Network+, Microsoft 365 Certified: Modern Desktop / Endpoint Administrator, or equivalent IT Tier 2 Support Technician Physical Requirements * Ability to lift up to 50 lbs * Ability to grasp and manipulate small objects/tools; frequent use of small hand tools and electronic test equipment * Repetitive hand motions * Ability to stoop, crawl, and crouch while working on equipment on hands and knees * Prolonged use of computer and telephone * Occasional irregular hours * Ability to drive Company vehicles and frequent territory-wide travel * Ability to use a standard 8-foot ladder safely for pulling and adjusting cables in the ceiling ## Description * Serve as the primary escalation point for Tier 1 Help Desk tickets, delivering timely, accurate root-cause analysis and resolution * Act as both Level 1 and Level 2 responder depending on staffing and incident severity * Own tickets through resolution - including user communication, documentation, and handoff when further escalation is required * Manage support queues; ensure accurate ticket categorization, prioritization, and closure against SLA targets * Participate in IT projects, system rollouts, and process improvements Microsoft 365 & Identity Administration * Administer and support the Microsoft 365 E5 suite: Exchange Online (including shared and non-user mailboxes, calendars), Microsoft Teams (including basic Teams Phone support), and OneDrive and SharePoint Online (basic to advanced administration) * Support Active Directory (on-prem) and Entra ID tasks: user provisioning and deprovisioning, security and distribution group management * Support MFA and identity-related troubleshooting (hybrid identity / Azure AD Connect / SSO) Endpoint, Mobile & Device Management * Deploy Dell Windows 11 laptops using Microsoft Intune, Windows Autopilot, and PDQ Deploy * Handle onboarding/offboarding, including hardware setup, software provisioning, and access management * Manage endpoint and mobile devices via Intune, including enrollment, policies, and troubleshooting * Perform firmware, BIOS, and driver updates using Dell Command Update Security, Compliance & Monitoring * Provide Tier 2 support for endpoint security tools (e.g., CrowdStrike) * Manage phishing response using KnowBe4 PhishER * Monitor and remediate unauthorized software * Support compliance activities, including audits and access reviews * Use monitoring tools (PRTG, Zabbix) to identify and resolve issues Networking, Servers & Infrastructure Support * Troubleshoot network connectivity: DNS, DHCP, TCP/IP, wired and wireless access, and VPN * Support Dell servers in Hyper-V environments (basic VM operations and monitoring) * Support endpoints with WSUS / Intune / third-party application patching * Manage conference room AV equipment, performing proactive health checks to ensure reliability and resolve issues before meetings * Collaborate with Network, System, and Cybersecurity Admins on complex issues and infrastructure initiatives Asset, Inventory & Lifecycle Management * Maintain Freshservice asset management for inventory tracking and lifecycle updates * Support system improvements and audits * Manage hardware shipments, inventory, and ordering devices Documentation, Training & Knowledge Sharing * Maintain and enhance knowledge base, SOPs, and policies * Deliver end-user training on Microsoft 365 and related tools * Mentor Tier 1 technicians and interns, sharing knowledge and elevating the team ## Related Videos - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [10M Data Records Lost, Underwater Computing, and Psychedelic Fish - Matthias Geniar](https://www.wearedevelopers.com/videos/1908-10m-data-records-lost-underwater-computing-and-psychedelic-fish-matthias-geniar) - [How to Submit CFPs and Get into Public Speaking - Moran Weber](https://www.wearedevelopers.com/videos/2112-how-to-submit-cfps-and-get-into-public-speaking-moran-weber) - [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) - [Remote Driving on Plant Grounds with State-of-the-Art Cloud Technologies](https://www.wearedevelopers.com/videos/251-remote-driving-on-plant-grounds-with-state-of-the-art-cloud-technologies) ## Related Articles - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Top-Paying Tech Jobs (with Salaries)](https://www.wearedevelopers.com/magazine/372-top-paying-tech-jobs-with-salaries) - [IT Salaries in Austria](https://www.wearedevelopers.com/magazine/286-it-salaries-in-austria) - [Fullstack developer salary in Germany [2023]](https://www.wearedevelopers.com/magazine/197-fullstack-developer-salary-in-germany-2023)