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:

• 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. Analyzes recurring issues to identify potential areas for improvement within systems or processes. Provide mentoring and technical guidance to Tier 1 staff to improve first-call resolution rates.

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.