IT Support Engineer - Tier 2
$60 - $70 per hourStratford Solutions Inc.
Job Description
Job Description
Job Title : IT Support Engineer – Tier 2
Location: 180 Maiden Lane, New York, NY 10038
Job Type: Contract
Schedule: Monday–Friday, 8:00 AM–5:00 PM
Work Arrangement: Onsite with travel to remote NYC office locations as required
Rate: $60 to $70 Per Hour
Job Summary
The NYC Department of Investigation is seeking an experienced Tier 2 IT Support Engineer to provide advanced technical support for Windows and macOS workstations, enterprise applications, mobile devices, Microsoft 365, networking, and end-user technology.
The ideal candidate will serve as an escalation point for Level 1 Help Desk support and will troubleshoot complex hardware, software, connectivity, and endpoint issues.
Key Responsibilities
- Provide Tier 2 technical support for Windows and macOS desktops, laptops, peripherals, and enterprise applications.
- Troubleshoot and resolve hardware, software, operating system, and connectivity issues.
- Perform workstation imaging, deployment, upgrades, configuration, and lifecycle support .
- Install, configure, and troubleshoot printers, monitors, docking stations, and other peripherals.
- Provide onsite and remote support to end users.
- Serve as an escalation point for Level 1 Help Desk technicians.
- Troubleshoot basic network connectivity issues involving TCP/IP, Wi-Fi, switches, routers, and access points .
- Assist with installation and troubleshooting of network equipment and cabling.
- Support Microsoft 365 and Azure AD/Entra ID user and device issues.
- Support mobile devices including iOS and Android .
- Assist with MDM platforms such as Workspace ONE/AirWatch .
- Support conference rooms, AV equipment, and office technology.
- Assist with office moves, workstation deployments, and technology installations.
- Maintain hardware inventory and asset records.
- Document incidents, resolutions, and procedures using ServiceDesk Plus or similar ticketing systems .
- Follow ITIL-based support processes and service management practices.
- Escalate complex server, network, security, or infrastructure issues to Tier 3 teams.
- Travel to remote NYC office locations when required.
- Lift and move IT equipment weighing up to 50 lbs.
Required Qualifications
- 3–5+ years of IT support experience , preferably in an enterprise environment.
- Strong Windows and macOS troubleshooting experience.
- Experience with desktop/laptop imaging and deployment.
- Experience with Active Directory and Group Policy .
- Knowledge of Microsoft 365 and Azure AD/Entra ID.
- Working knowledge of networking fundamentals, TCP/IP, DNS, DHCP, Wi-Fi, switches, and routers.
- Experience supporting mobile devices and MDM solutions.
- Strong hardware and software troubleshooting skills.
- Experience with IT ticketing systems.
- Excellent customer service and communication skills.
- Ability to work independently and handle multiple priorities.
- Valid driver's license and ability to travel between locations.
Preferred
- ITIL certification.
- CompTIA A+, Network+, or Security+.
- Microsoft certifications.
- Experience with ServiceDesk Plus or ServiceNow.
- Experience in government or municipal environments.
Vacancy posted 1 day ago
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