Service Desk Technician (Level 2)
Tier4 Group
Job Description
Job Description
Service Desk Analyst II (Contract-to-Hire)
Location: Seattle, WA
Work Arrangement: On-Site (Monday–Friday)
Employment Type: 6-Month Contract-to-Hire
We are seeking a skilled and customer-focused Service Desk Analyst to provide advanced technical support in a fast-paced enterprise environment. This role is responsible for supporting end-user technology, troubleshooting complex hardware and software issues, managing device deployments, and delivering an exceptional support experience. The ideal candidate brings strong Windows expertise, solid troubleshooting skills, and a proactive approach to problem-solving.
Key Responsibilities- Provide Tier II technical support for desktops, laptops, software, hardware, network connectivity, and end-user service requests.
- Install, configure, upgrade, and maintain end-user devices, operating systems, applications, and peripherals.
- Document incidents, resolutions, and support activities within the organization's ticketing system.
- Troubleshoot and resolve Windows operating system issues, including performance, hardware, driver, and system-related problems.
- Support Microsoft 365 services and basic identity administration functions.
- Assist with mobile device management (MDM), including device enrollment, configuration, and support.
- Provide support for conference room technology, audiovisual equipment, and collaboration tools.
- Monitor system alerts, manage work queues, and assist with backup and recovery activities.
- Collaborate with infrastructure, security, and application teams to identify root causes and implement solutions.
- Contribute to technical documentation, knowledge base articles, and process improvements.
- Support IT projects, technology rollouts, asset management, and equipment procurement initiatives.
- Participate in occasional after-hours or weekend support as needed.
- 4+ years of experience in a Help Desk, Desktop Support, Service Desk, or IT Support role.
- Strong experience supporting Windows environments, including advanced troubleshooting and performance optimization.
- Experience supporting desktop and laptop hardware, operating systems, and business applications.
- Working knowledge of Microsoft 365 and user account administration.
- Familiarity with IT service management and ticketing platforms.
- Understanding of networking fundamentals, including Wi-Fi, VPN, LAN, and firewall concepts.
- Strong customer service, communication, and problem-solving skills.
- Ability to prioritize multiple tasks and work effectively in a team-oriented environment.
- Experience leveraging AI-powered productivity tools to improve efficiency and troubleshooting workflows.
- Experience supporting macOS environments.
- Familiarity with Microsoft Intune or other mobile device management (MDM) platforms.
- Experience with Azure Active Directory / Microsoft Entra ID.
- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent work experience.
- Industry certifications such as CompTIA A+ or similar
Vacancy posted 26 days ago
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