Help Desk Technician

Description

We are seeking a highly motivated and experienced Tier 2 Help Desk Support Specialist to join our IT team. The ideal candidate will provide advanced technical support to end-users, resolving complex hardware and software issues, and escalating problems to Tier 3 support when necessary. This role requires a strong understanding of Windows operating systems, Microsoft 365, Active Directory, and Intune, with a focus on delivering exceptional customer service and efficient problem resolution. This is an onsite role in Jacksonville, FL

Responsibilities:

• Provide advanced technical support and troubleshooting for hardware and software issues, primarily focusing on Windows OS environments, with particular expertise in Windows 11.
• Diagnose and resolve complex issues related to Microsoft 365 applications (e.g., Outlook, Word, Excel, Teams, SharePoint) and services.
• Manage user accounts, groups, and permissions within Active Directory, including user creation, modification, and deletion, and troubleshooting authentication issues.
• Utilize Intune for device management, application deployment, and policy enforcement on company-owned and BYOD devices.
• Respond to and resolve escalated support tickets from Tier 1, ensuring timely and effective solutions.
• Document all troubleshooting steps, resolutions, and relevant information in the ticketing system.
• Assist with the deployment, configuration, and maintenance of new and existing hardware (desktops, laptops, printers, mobile devices).
• Collaborate with other IT teams (e.g., Network, Server, Security) to resolve cross-functional issues.
• Develop and maintain knowledge base articles and documentation for common issues and their resolutions.
• Provide guidance and mentorship to Tier 1 support specialists.
• Participate in on-call rotation as needed.
• Stay current with new technologies and industry best practices.

Requirements

Qualifications:

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• 3+ years of experience in a Tier 2 IT Help Desk or Desktop Support role.
• Proven expertise in troubleshooting and supporting Windows OS, specifically Windows 11.
• In-depth knowledge of Microsoft 365 administration and support, including Exchange Online, SharePoint Online, and Teams.
• Strong experience with Active Directory user and group management, GPOs, and DNS.
• Hands-on experience with Microsoft Intune for device enrollment, application deployment, and policy management.
• Familiarity with networking concepts (TCP/IP, DNS, DHCP) and basic network troubleshooting.
• Excellent problem-solving, analytical, and communication skills.
• Ability to work independently and as part of a team in a fast-paced environment.
• Strong customer service orientation and interpersonal skills.
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified: Modern Desktop Administrator Associate) are a plus.

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