Tier 2 Help Desk Specialist

Tier 2 Help Desk Specialist

The Tier 2 Help Desk Specialist provides advanced technical support for escalated incidents, focusing on endpoint management, identity administration, and collaboration platforms. This role requires expertise with tools such as Microsoft Intune, SCCM/MECM, Active Directory, Azure AD/Entra, and ServiceNow, along with strong analytical and communication skills to resolve complex hardware, software, and network issues.

The Tier 2 Specialist partners with Tier 1 staff to improve first-call resolution, collaborates with Tier 3 engineers on root cause and long-term fixes, and ensures compliance with SLAs and security standards while delivering high-quality service to end users.

Responsibilities include:

• Incident Support: Communicate effectively with end users and stakeholders regarding issue status and resolution progress. Supports the escalation of tickets from Tier 1 for advanced troubleshooting of endpoint/desktop management, messaging, collaboration, and business applications. Diagnose and resolve hardware, software, and network problems through in-depth analysis and troubleshooting. Collaborate with Tier 3 and engineering teams for problem resolution, system upgrades, and long-term corrective actions. Manage incident lifecycle from escalation through resolution, ensuring adherence to SLAs and proper documentation.
• Endpoint Management: Manage endpoint compliance and patching via Intune and SCCM; remediate vulnerabilities flagged by Nessus scans. Perform OS imaging and encryption (BitLocker) for new deployments and refresh cycles. Provides laptop/desktop/phone support and provisioning.
• Access Control: Administer identity and access controls in Active Directory, Azure AD/Entra, and Okta; enforce MFA and conditional access policies.
• Service Requests and Support: Support collaboration platforms (Teams, SharePoint, Exchange Online) including VIP queue handling and white-glove support.
• Quality and Performance: Develop, maintain, and update knowledge articles. Maintain accurate SLA/OLA reporting using ServiceNow dashboards; contribute to continual improvement register. Analyze recurring incidents to identify root causes and recommend process or technology improvements.

Required Skills:

• Bachelor's degree in IT, Computer Science, or related discipline or four additional years of experience if no degree
• 3+ years of progressive IT support experience, including Tier 1 and Tier 2 support responsibilities
• Experience with remote desktop tools, ticketing systems, and ITSM platforms (e.g., ServiceNow, Remedy, Jira)
• Strong working knowledge of endpoint/desktop management, messaging, collaboration, and business applications
• Ability to obtain public trust security clearance
• Experience with Microsoft Intune and/or SCCM/MECM
• Proficiency in Active Directory, Azure AD/Entra, and/or Okta for identity lifecycle and MFA
• Experience using ServiceNow or alternative IT Service Management / Ticketing system
• Familiarity with Microsoft 365 collaboration stack (Teams, Exchange Online, SharePoint)

Preferred Skills:

• CompTIA A+, HDI Desktop Support Technician, ITIL v4 Foundations, Microsoft Certified: Endpoint Administrator Associate, ServiceNow System Administrator

Soft Skills:

• Analytical Thinking: Quickly identifies technical problems and determines effective solutions.
• Customer Focus: Maintains professionalism and empathy while resolving complex or escalated user issues.
• Communication: Clearly explains technical concepts to non-technical users and writes concise documentation.
• Collaboration: Works closely with cross-functional teams and mentors junior support staff.
• Time Management: Prioritizes and manages multiple open tickets to meet response and resolution SLAs.
• Adaptability: Responds effectively to changing technologies and evolving support environments.
• Attention to Detail: Accurately documents troubleshooting steps and resolutions in ticketing systems.
• Initiative: Proactively identifies opportunities to improve systems, processes, and user experiences.