IT Help Desk II
hace 11 días
Modesto
Job Description Job Summary The IT Support Analyst (Tier II) is a mid-level support role that handles escalated technical issues, advanced user requests, and complex endpoint configurations. The role serves as a bridge between Tier I support and higher-level engineering or infrastructure teams. This individual is expected to resolve a wide variety of technical incidents, document support processes, and contribute to continuous improvement of the support function. This role requires independence, accountability, and technical versatility. A bachelor’s degree may support a candidate’s growth, but performance in resolving technical problems, providing mentorship, and handling complexity are the key factors in success and advancement. Key Responsibilities Advanced Technical Support & Escalations • Act as the primary escalation point for unresolved Tier I issues, • Troubleshoot endpoint problems including OS, drivers, application errors, and device conflicts, • Support multifactor authentication (MFA), identity management, VPN, and remote access tools, • Resolve software installation failures, profile corruption, Outlook connectivity, and Teams performance issues, • Support mobile device configuration, BYOD registration, and security policy enforcement, • Configure and deploy laptops and desktops using Microsoft Intune, SCCM, or equivalent, • Manage device compliance, encryption, antivirus alerts, and patch status, • Perform hardware upgrades and troubleshoot imaging issues across models, • Create and manage users, groups, shared mailboxes, and distribution lists in Active Directory and Microsoft 365, • Assist with license assignments, mailbox delegation, and calendar sharing issues, • Review permissions across shared folders, network drives, or collaboration spaces, • Create and maintain standard operating procedures (SOPs) and internal knowledge base articles, • Review Tier I tickets for quality, completeness, and documentation standards, • Share solutions with the team during daily huddles or review meetings, • Guide junior team members on issue triage, troubleshooting process, and escalation logic, • Shadow and support field techs or cross-functional teams when needed, • Participate in improvement initiatives for ticket flow, automation, or reporting, • Provide backup coverage for help desk lead in supervisor absence Minimum Qualifications • 3–5 years of IT support or desktop support experience in an enterprise or multi-site environment, • Strong knowledge of Windows 10/11, Microsoft 365 apps, and user environment settings, • Experience with Active Directory, device management, and user lifecycle administration, • Familiarity with ticketing systems such as ServiceNow, Zendesk, or ConnectWise, • Ability to document and present solutions clearly and concisely, • Valid driver’s license and ability to travel between supported locations as needed, • Bachelor’s degree is welcomed but not required; capability and ownership are prioritized Preferred Qualifications • Microsoft 365 Certified: Modern Desktop Administrator Associate or MD-102, • CompTIA Network+ or equivalent credential, • Familiarity with scripting (PowerShell, batch) or deployment automation, • Understanding of endpoint security tools, MDM policies, and regulatory frameworks Competencies Problem Solving, Project Management, Technical Skills, Customer Service, Interpersonal Skills, Oral Communication, Written Communication, Teamwork, Change Management, Delegation, Leadership, Managing People, Quality Management, Business Acumen, Cost Consciousness, Diversity, Ethics, Organizational Support, Judgment, Motivation, Planning/Organizing, Professionalism, Quality, Quantity, Safety and Security, Adaptability, Attendance/Punctuality, Dependability, Initiative, Innovation Language Skills Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers