Level 2 IT Analyst (Help Desk)

Position Summary

We are seeking a Level 2 Help Desk Technician to provide advanced end-user support and serve as an escalation point for our Tier 1 team within a Microsoft 365 and Azure-centric environment. This role is responsible for resolving complex desktop, application, and connectivity issues, supporting identity and endpoint management, and partnering with IT and infrastructure teams to keep employees productive. The successful candidate combines strong hands-on troubleshooting skills with clear communication, a customer-first mindset, and a methodical, service-oriented approach to support. You will be supporting users remotely across different sites as well as in person on site.

Key Responsibilities

End-User & Desktop Support

• Serve as the primary escalation point for Tier 1 technicians on complex hardware, software, and connectivity issues.
• Troubleshoot and resolve Windows desktop, laptop, and peripheral problems, both remotely and on-site.
• Support Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive), including configuration, troubleshooting, and user guidance.
• Image, configure, and deploy workstations using Intune and Windows Autopilot.
• Maintain endpoint health through patching, software installations, and routine updates.

Identity & Access Support

• Administer user accounts, groups, and licenses in Entra ID (Azure AD) and Active Directory.
• Perform password resets, MFA enrollment, and Conditional Access troubleshooting.
• Handle onboarding and offboarding, including account provisioning, equipment setup, and access removal.
• Manage distribution lists, shared mailboxes, and group memberships.

Ticketing & Incident Handling

• Manage, document, and resolve tickets within the IT service management (ITSM) platform, meeting defined SLAs.
• Escalate unresolved or systemic issues to Tier 3 and infrastructure teams with clear documentation.
• Track recurring problems and contribute to knowledge base articles and standard operating procedures.
• Communicate status and resolutions clearly to end users.

Hardware & Asset Management

• Maintain inventory of hardware, peripherals, and software licenses.
• Coordinate repairs, warranty claims, and vendor support cases.
• Set up and support conference room AV and basic networking equipment.

Required Qualifications

• 2–4 years of help desk or desktop support experience, including at least 1 year in a Tier 2 / escalation role.
• Hands-on experience supporting Microsoft 365 and Windows 10/11 in a business environment.
• Working knowledge of Entra ID (Azure AD) and/or Active Directory user administration.
• Experience with endpoint management tools such as Intune and Autopilot.
• Familiarity with ITSM/ticketing platforms (ServiceNow, Atera, Freshservice, or similar).
• Solid understanding of networking fundamentals (DNS, DHCP, VPN, and Wi-Fi troubleshooting).
• Strong customer-service orientation with clear written and verbal communication.
• High school diploma or equivalent; an associate's or bachelor's degree is a plus, or equivalent experience.

Preferred Qualifications

• Industry certifications such as CompTIA A+, Network+, Microsoft MD-102 (Endpoint Administrator), MS-900, or AZ-900.
• Experience with PowerShell scripting for routine administration and automation.
• Exposure to mobile device management (MDM) and BYOD support.
• Familiarity with basic cybersecurity hygiene (phishing response, endpoint protection, MFA enforcement).
• Experience supporting remote and hybrid workforces.

Core Competencies

• Patient, customer-focused approach with a knack for explaining technical issues in plain language.
• Strong organizational skills and the ability to prioritize across competing requests.
• Methodical troubleshooting and close attention to detail.
• Team player who collaborates well with peers and escalation teams.
• Continuous learner who stays current on tools and best practices.

Reporting & Structure

Reports to: Sr IT Operations Manager

Collaborates closely with: Tier 1 Help Desk, Infrastructure, Cloud Engineering, Security, and HR.