Overview
The Tier 2 Desktop Support Specialist provides advanced technical support for end users in a Microsoft Windows environment. This role handles escalated incidents, complex troubleshooting, system configuration, and technical analysis that Tier 1 cannot resolve. The ideal candidate possesses strong technical depth across Windows systems, Microsoft 365, identity and access management, and enterprise hardware/software-while delivering excellent customer service and collaborating closely with IT teams.
Key Responsibilities
Handle escalated tickets from Tier 1, performing advanced troubleshooting of Windows 10/11 systems, hardware, software, and network issues.
Diagnose and resolve complex OS, application, driver, profile, and performance problems using logs, event viewers, and diagnostic tools.
Support Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive) and perform account/permissions troubleshooting in Microsoft 365 Admin Center.
Manage user accounts, group memberships, and role-based access via Active Directory and Azure AD/Entra ID.
Perform workstation imaging, deployment, patching, and updates using Intune, SCCM, or other endpoint management platforms.
Configure and troubleshoot VPN, remote access tools, and multi-factor authentication issues.
Assist with network-related support including DNS/DHCP issues, IP conflicts, Wi-Fi troubleshooting, and switch/port-level checks.
Support peripheral devices such as printers, docking stations, monitors, and specialized equipment.
Participate in system upgrade initiatives, application rollouts, and hardware refresh projects.
Document detailed troubleshooting steps, resolutions, and procedures in the ITSM system and internal knowledge base.
Collaborate with infrastructure, security, and application teams when deeper investigation or cross-functional support is required.
Maintain asset inventory accuracy and participate in device lifecycle management.
Provide remote and onsite support, ensuring timely resolution within SLA targets.
Assist with onboarding/offboarding-preparing devices, configuring access, and supporting new-hire technical readiness.
Required Qualifications
2+ years of desktop or end-user support experience in a Windows-based enterprise environment.
Strong proficiency in Windows 10/11, Microsoft 365 suite, and enterprise-level troubleshooting.
Hands-on experience with Active Directory user administration and group policies.
Experience with Intune, SCCM, or similar device management tools for imaging and patching.
Solid understanding of networking fundamentals (TCP/IP, DNS, DHCP, VLAN basics).
Ability to analyze logs, system events, and error codes to resolve complex issues.
Experience supporting VPN, MFA, and remote-access technologies.
Excellent communication, documentation, and customer service skills.
Ability to handle escalations, manage priorities, and work independently.
Preferred Qualifications
Microsoft certifications (MD-102, Azure Fundamentals, MCSA/MCE), CompTIA A+, Network+, or Security+.
Experience with scripting (PowerShell) for automation and support tasks.
Knowledge of ITIL processes and ITSM tools such as ServiceNow, Cherwell, Jira, Freshservice, etc.
Experience in environments with compliance requirements (finance, healthcare, biotech, etc.).
Work Environment
Primarily onsite with periodic remote support responsibilities.
May require lifting, moving, or setting up computer equipment.
Occasional after-hours or on-call work for maintenance windows or critical issues.
Job Type & Location
This is a Contract position based out of Providence, RI.
Pay and Benefits
The pay range for this position is $25.00 - $28.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following: Medical, dental & vision Critical Illness, Accident, and Hospital 401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available Life Insurance (Voluntary Life & AD&D for the employee and dependents) Short and long-term disability Health Spending Account (HSA) Transportation benefits Employee Assistance Program Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully onsite position in Providence,RI.
Application Deadline
This position is anticipated to close on Mar 28, 2026.
>About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
About TEKsystems and TEKsystems Global Services
We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
- Dice Id: 101054TS
- Position Id: JP-005902653
- Posted 5 hours ago
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