Tier II IT Help Desk Technician

This role is suited for an experienced IT professional who provides advanced technical support and serves as an escalation point for more complex user issues. The position focuses on maintaining stable IT operations, resolving challenging problems, and supporting a wide range of technologies across the organization. Success in this role requires strong analytical thinking, independence, and a customer-focused mindset., * Deliver high-level technical assistance to both in-office and remote users across multiple support channels.

• Configure, deploy, and maintain employee devices, including computers, mobile devices, and peripheral equipment.
• Handle escalations from Tier 1 support by diagnosing and resolving more complex technical issues.
• Support conference room technology, ensuring audio and visual tools function reliably for meetings and events.
• Perform system builds, upgrades, and software installations in alignment with established standards.
• Develop and maintain accurate documentation to support knowledge sharing within the IT team.
• Partner with internal teams, external vendors, and project stakeholders to resolve technical challenges.
• Oversee and update service tickets, ensuring detailed and accurate tracking of issues and resolutions.
• Participate in onsite coverage schedules and after-hours support rotations as needed.

• 3+ years of IT support experience, including time handling escalated or Level 2 issues.
• Strong troubleshooting background across hardware, software, and user environments.
• Solid understanding of networking fundamentals such as DNS, DHCP, VPNs, and connectivity troubleshooting.
• Ability to manage competing priorities while maintaining attention to detail.
• Excellent communication and customer service abilities.
• Familiarity with IT service management practices and documentation standards.
• Associate’s degree in IT or a related field preferred; certifications are a plus.