Service Desk Tier 2

BENEFITS: Medical, dental, and vision insurance, 401K, sick leave, and employee assistance program. Depending on your package selection, Averro offers PTO, paid holidays, and legal insurance.

Service Desk Technician II is an escalation point for Tier I technicians, resolving more complex technical issues and supporting end-user hardware, software, and networking needs. This role bridges the gap between Tier I and Tier III support by taking on tasks of moderate complexity and mentoring Tier I staff.

Responsibilities

• Provide second-level IT support for end-user incidents and service requests, including troubleshooting hardware, software, and networking issues.
• Support end-user environments by configuring, deploying, and maintaining hardware, peripherals, and applications.
• Maintain detailed documentation for issue resolutions and update knowledge base articles to improve team efficiency and user self-service options.
• Mentor Tier I technicians through knowledge-sharing sessions to enhance team capabilities and collaboration. \
• Perform user account management tasks, such as Active Directory and Office 365 administration.
• Support mobile device management, endpoint security solutions, and asset tracking.
• Collaborate with Tier III technicians and IT leadership to resolve escalated issues and SLA compliance promptly.

Qualifications

• 2-4 years of experience in an IT service desk or technical support role.
• Proficiency in troubleshooting Windows and MacOS environments, including the M365 application suite.
• Experience with Active Directory, Azure AD, and Office 365 administration.
• Foundational knowledge of networking concepts (DNS, DHCP, TCP/IP) and VPN troubleshooting.
• Strong interpersonal and communication skills, focusing on customer empathy and professionalism.
• Familiarity with ITSM tools like ServiceNow, Freshservice, or Jira Service Management.
• Ability to mentor Tier I staff and foster a collaborative team environment.
• Knowledge of endpoint security solutions such as Microsoft Defender ATP or CrowdStrike.
• Relevant certifications (e.g., CompTIA A+, ITIL v4 Foundation, or Microsoft certifications) preferred.
• Excellent analytical and problem-solving skills with the ability to conduct root cause analysis.
• Ability to manage multiple tasks effectively in a dynamic work environment.
• Commitment to confidentiality and compliance with organizational policies.
• Participates in on-call rotations for after-hours support.
• Willingness to travel domestically and internationally (less than 10%).

WHY AVERRO?

BENEFITS: We offer premium benefits to our contractors.

VETERAN OWNED: We support and place a high number of veterans.

Averro is an equal opportunity employer, and we are committed to diversity, equity, and inclusion in the workplace. All qualified applicants will receive consideration for employment, regardless of criminal histories, consistent with legal obligations. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.