Tier II Help Desk Support
Core
Provide advanced technical support for escalated hardware, software, network, and application issues that Tier I cannot resolve.
Role type
Tier II Help Desk Support Specialist
Builds
Resolves incidents for desktops, laptops, mobile devices, peripherals, printers, and business applications.
Domain
Enterprise IT Support
Required skills
Troubleshooting hardware/software/network, Windows OS, Microsoft 365, Active Directory, FreshService ticketing, Root-cause analysis
Preferred skills
CompTIA A+/Network+/Microsoft certs, Remote user support, ITIL principles, VPN/Wi-Fi/Printers/VoIP
Technologies
Microsoft Windows, Microsoft 365, Active Directory, FreshService
Responsibilities
Troubleshoot complex incidents involving desktops, laptops, mobile devices, and peripherals; Diagnose connectivity, authentication, and network issues; Manage user accounts and permissions; Monitor and resolve tickets within SLAs; Document troubleshooting steps in FreshService; Assist with software deployments and hardware refreshes; Provide guidance to Tier I staff.
Seniority
Mid-level, hands-on IC