Help Desk II/Tier 2 IT Support Specialist

We are looking for a Help Desk II / Tier 2 IT Support Specialist to provide reliable, process-driven technical support across Tier 1–2 requests. This role is ideal for someone who thrives in structured environments, takes ownership of their work, and delivers a high-quality customer support experience while troubleshooting, documenting, and escalating technical issues as needed.

Responsibilities

• Handle Tier 1–2 IT support requests through a ticketing system, email, or phone.
• Troubleshoot and resolve hardware, software, networking, and access-related issues independently.
• Manage user accounts, permissions, and identity access within Microsoft environments.
• Follow established workflows, runbooks, and security best practices when resolving issues.
• Document troubleshooting steps, resolutions, and procedures clearly for internal use.
• De-escalate customer issues with professionalism and a customer-first mindset. ...