Tier 2 Help Desk IT Support

Tier 2 Help Desk It Support

The Tier 2 Help Desk IT Support provides advanced technical support for escalations from Support Analysts and is responsible for resolving more complex incidents and service requests. This role requires deeper technical expertise and often involves hands-on troubleshooting, device support, and collaboration with Tier 3 engineers. This role requires participation in an on-call rotation, with responsibilities for escalated end-user and system issues outside normal business hours.

Key responsibilities include:

Incident & Request Resolution

• Resolve escalated tickets from Tier 1 in accordance with SLAs.
• Troubleshoot hardware, software, networking, and account-related issues.
• Perform installations, upgrades, and configuration of devices and applications.
• Provide deskside and remote support for end-users, including AV and meeting technology.
• Provide after-hours support as part of the on-call rotation, resolving escalated issues and coordinating with Tier 3 or other IT teams when needed.

Customer Support & Experience

• Deliver advanced troubleshooting while maintaining strong customer service.
• Communicate complex technical solutions clearly to non-technical users.
• Ensure escalations are handled promptly and professionally.

Knowledge & Documentation

• Create and maintain documentation and knowledge base articles.
• Provide training, guidance, and mentoring to Support Analysts.
• Suggest process improvements to reduce escalations and improve efficiency.

Collaboration & Escalation

• Partner with Tier 3 on advanced issues requiring specialized expertise.
• Assist in IT projects, deployments, and technology rollouts.

Qualifications:

• Education: Associate's or bachelor's degree in IT or related field (or equivalent experience).
• Experience: 2–4 years of IT support experience with exposure to Tier 1 and Tier 2 responsibilities.
• Technical Skills: Proficiency in Windows/macOS, Active Directory, Office 365, endpoint management, and networking fundamentals (DNS, DHCP, VPN).
• Soft Skills: Strong troubleshooting, multitasking, and mentoring skills; excellent communication with end-users and peers.

Preferred Qualifications:

• CompTIA Network+, Microsoft 365 Certified, or similar certifications.

The employer for this position is The Pennant Group, Inc., a holding company of independent operating subsidiaries that provide healthcare services through home health and hospice agencies and senior living communities located throughout the US. More information about The Pennant Group, Inc. is available at http://www.pennantgroup.com.