Service Desk Support Technician II

About the role

Responsibilities

• Serve as a Tier 2 escalation point for technical issues unresolved by Level 1 staff.
• Troubleshoot and resolve moderately complex hardware, software, application, network, identity, and cloud-related problems.
• Perform advanced user and identity management using Active Directory and Microsoft Entra ID, including user accounts, security groups, access controls, password issues, and multi-factor authentication.
• Troubleshoot Microsoft 365 and Entra ID authentication, licensing, account synchronization, and access-related issues.
• Demonstrate working familiarity with the Microsoft Azure portal and the ability to locate and interpret relevant tenant, resource, identity, and service information.
• Support endpoint administration and device management using tools such as Microsoft Intune or comparable endpoint management platforms.
• Assist with deployment and configuration of systems, applications, policies, and updates in accordance with established change protocols.
• Apply basic Azure role-based access control (RBAC) and least-privilege concepts when troubleshooting access issues, while following established authorization and escalation procedures.
• Identify whether an incident is related to the endpoint, local network, identity provider, Microsoft 365 service, Azure service, or another infrastructure component and escalate appropriately.
• Contribute to the improvement of support procedures, troubleshooting guides, and internal knowledge bases.
• Monitor ticket queues to ensure timely resolution and appropriate documentation in accordance with service standards.
• Collaborate with infrastructure, network, cloud, and security teams to resolve cross-functional technical issues.
• Participate in root cause analysis and provide feedback on recurring incidents or process gaps.
• Provide mentorship and technical guidance to Level One staff as needed.
• Other duties as assigned
• Answer and route incoming calls on the main phone line professionally, take messages, and direct callers to the appropriate person or department.
• Receive, sort, and distribute incoming mail and packages; prepare and process outgoing mail and shipments (e.g., USPS, UPS, FedEx).
• Greet visitors, manage visitor check-in, and notify staff of arrivals.
• Monitor and reorder office and IT supplies; keep the front desk and common areas organized.
• Provide front desk and reception coverage during scheduled breaks, lunches, or absences.
• Serve as the first point of contact for office equipment issues (printers, copiers, phones, conference room AV) and coordinate with vendors for service when needed.
• Assist with general administrative tasks such as filing, scanning, data entry, and meeting room setup as assigned.
• Other duties as assigned

Requirements

• CompTIA A+ Certification – Required
• CompTIA Network+ Certification – Strong plus
• 3+ years of experience in a help desk or service desk role, with at least 1 year in a Tier 2 capacity.
• Strong working knowledge of Windows and macOS, Microsoft 365, and common enterprise applications.
• Hands-on experience with Active Directory, endpoint management tools, and remote access support.
• Working knowledge of Microsoft Azure and Microsoft Entra ID in an enterprise environment.
• Understanding of cloud identity concepts, including users, groups, authentication, MFA, conditional access concepts, and role-based access control (RBAC).
• Ability to navigate the Azure and Microsoft Entra administration portals and perform basic troubleshooting and support tasks within established permissions.
• Familiarity with service management and ticketing platforms such as ServiceNow, ManageEngine, or Jira.
• Solid understanding of network fundamentals, including TCP/IP, DNS, DHCP, VLANs, and VPNs.
• Excellent communication, documentation, and customer service skills.
• Professional phone etiquette and a friendly, customer-facing demeanor when working with callers, visitors, and employees.
• Willingness to perform general office and administrative duties, including answering phones, handling mail and shipments, and front desk coverage.
• Strong organizational and time-management skills, with the ability to balance technical tickets and office duties throughout the day.
• Baseline Azure Knowledge Expectations: A Level 2 technician is not expected to function as an Azure Cloud Engineer or Azure Administrator, but should possess enough Microsoft cloud knowledge to independently perform initial investigation, resolve common service desk issues, and escalate infrastructure-level problems with useful diagnostic information.
• Microsoft Azure Fundamentals (AZ-900) certification or equivalent practical Azure experience.
• Microsoft 365 Fundamentals (MS-900) or equivalent Microsoft 365 administration experience.
• Experience with PowerShell or other scripting/automation technologies.
• Exposure to Microsoft Intune or comparable mobile/endpoint device management platforms.
• Experience supporting o365 / Microsoft Entra ID environments.
• Participation in project-based technical rollouts, migrations, or Microsoft 365/Azure initiatives.
• Ability to analyze support metrics and recurring incidents and recommend process improvements.
• Microsoft Entra ID: Users, groups, authentication, MFA, enterprise applications, and basic identity troubleshooting.
• Azure Portal: Ability to navigate the portal, locate resources, review basic configuration and status information, and understand subscriptions and resource groups at a conceptual level.
• Identity & Access: Basic understanding of Azure RBAC, least privilege, authentication versus authorization, and Conditional Access concepts.
• Microsoft 365 Integration: Understanding of the relationship between Microsoft 365, Entra ID, licensing, authentication, and user access.
• Hybrid Identity: Basic understanding of the relationship between on-premises Active Directory and Microsoft Entra ID, including the concept of directory synchronization.
• Intune / Endpoint Management: Basic familiarity with device enrollment, compliance, configuration profiles, application deployment, and common endpoint troubleshooting.
• Networking: Basic understanding of how DNS, IP addressing, VPN connectivity, and cloud networking can affect access to Azure or Microsoft 365 resources.
• Security: Awareness of MFA, privileged access, security groups, least privilege, and the importance of following established security procedures.
• Troubleshooting: Ability to distinguish among endpoint, network, identity, permissions, Microsoft 365, and Azure service issues before escalating.
• Analytical: Uses a methodical diagnostic approach and identifies likely root causes rather than relying solely on scripted fixes.
• Process-Driven: Follows established support, security, escalation, and change-management workflows and helps improve them.
• Customer-Focused: Provides clear, professional, and empathetic communication and follows issues through resolution.
• Mentor-Oriented: Provides technical guidance to Level One technicians and helps develop their troubleshooting skills.
• Security-Conscious: Understands the impact of identity, access, and administrative changes and follows least-privilege principles.
• Team-Aligned: Works effectively across support, infrastructure, cloud, network, security, and operations teams.
• Flexible: Comfortably shifts between technical troubleshooting and front-office responsibilities while keeping priorities and service levels on track.

Benefits

• Competitive pay
• 401k with company contribution
• Medical, Dental, & Vision
• Life Insurance
• Voluntary Accident Insurance
• Voluntary Critical Illness Insurance
• Employee Assistance Program
• Employee Appreciation Programs
• Dental
• Vision
• 401(k)