Help Desk Support/Technical Support - Remote

Help Desk / Service Desk Support Analyst II

Provides advanced Tier-2 technical support within a K–12 public school district environment for teachers, administrators, support staff, students, and families. This role is responsible for resolving escalated incidents, performing advanced troubleshooting, supporting district-wide technology systems, and serving as a technical escalation point for Tier-1 support staff.

The Tier 2 Analyst supports complex technical environments including end-user computing, classroom technology, identity management, networking, audio-visual systems, and instructional applications. This position requires strong technical expertise, analytical problem-solving skills, operational awareness, and the ability to collaborate across multiple technical and instructional teams.

Key Responsibilities

Provide Tier-2 technical support for escalated incidents, service requests, and operational issues
Troubleshoot and resolve complex hardware, software, account, classroom technology, connectivity, and application-related issues
Serve as an escalation point and technical resource for Tier-1 support staff
Utilize advanced troubleshooting methodologies to diagnose root causes and implement sustainable solutions
Support district end-user computing environments, instructional technology platforms, audio-visual systems, and enterprise applications
Perform advanced support for Microsoft 365, Google Workspace, identity management, Single Sign-On (SSO), Student Information Systems (SIS), and endpoint technologies
Collaborate with infrastructure, cybersecurity, networking, systems administration, and application support teams
Monitor recurring incidents and participate in problem management and operational improvement activities
Develop, maintain, and review technical documentation, troubleshooting procedures, and knowledgebase articles
Participate in district technology deployments, upgrades, migrations, and operational projects
Assist with onboarding, mentoring, and technical guidance for Tier-1 support staff
Support district communication and incident response activities during outages or critical incidents
Ensure compliance with district cybersecurity, audit, data privacy, and operational standards
Participate in support swarming, cross-functional troubleshooting, and operational review meetings
Identify automation opportunities and recommend process improvements to improve efficiency and service quality

Key Skills & Qualifications

Strong technical troubleshooting and analytical problem-solving abilities
Advanced customer service and communication skills
Ability to communicate technical concepts effectively to technical and non-technical audiences
Experience supporting enterprise technology environments and escalated support operations
Ability to prioritize and manage multiple complex incidents simultaneously
Strong documentation, organizational, and operational process skills
Ability to mentor junior support staff and contribute to team development
Strong understanding of incident management, escalation management, and operational support practices
Awareness of cybersecurity principles, identity management, and data privacy standards
Ability to collaborate effectively across technical teams, vendors, instructional staff, and district leadership

Experience

Minimum 5-10 years of experience in Help Desk, Service Desk, Desktop Support, Endpoint Support, or advanced technical support roles required
Experience supporting K–12 education, public sector, enterprise, or large-scale support environments preferred
Experience supporting classroom technology, instructional systems, and enterprise collaboration platforms highly desirable
Experience participating in technology projects, deployments, or operational improvement initiatives preferred

Technical Requirements

Advanced experience with IT Service Management (ITSM) platforms such as ServiceNow, Freshservice, Jira Service Management, IIQ, or equivalent
Strong experience supporting Windows devices, Microsoft 365, Google Workspace, and endpoint technologies
Experience with remote support tools, endpoint management systems, and device troubleshooting
Working knowledge of networking concepts including TCP/IP, DNS, DHCP, wireless connectivity, and VPN support
Experience supporting identity management, Active Directory, Azure AD/Entra ID, Single Sign-On (SSO), and account provisioning
Familiarity with Student Information Systems (SIS), instructional applications, and classroom technologies preferred
Experience supporting printers, copiers, audio-visual systems, and conferencing technologies
Understanding of problem management, change management, and operational support processes
Proficiency with Microsoft Office Suite, Teams, SharePoint, and collaboration platforms
Ability to maintain audit-compliant support documentation and operational records

Operational Expectations

Expected to resolve escalated technical issues efficiently while maintaining high customer service standards
Must maintain detailed and accurate technical documentation and ticket histories
Expected to follow district operational, cybersecurity, and compliance procedures consistently
Supports continuous improvement initiatives, knowledge management, and process optimization efforts
Expected to contribute to operational reporting, service quality improvements, and issue trend analysis
Must maintain professionalism, confidentiality, and accountability while supporting district systems and users
May participate in after-hours support, emergency response activities, district technology initiatives, and operational project work as required