Job Description

Day to day:

• Provide hands-on, in-person IT support to 30–40 users daily, resolving Tier II desktop and hardware issues to ensure minimal downtime.
• Troubleshoot and resolve technical issues with Windows 10/11, macOS, and Office 365 applications in a fast-paced engineering environment.
• Perform user account management via Active Directory and Azure, including password resets, MFA troubleshooting, and access/role configurations.
• Diagnose and resolve basic network issues by working with ports, IDFs, DNS, and latency problems at the desktop level; escalate complex networking issues as needed.
• Deliver a high level of customer service by clearly communicating technical solutions to users and maintaining a balance between technical precision and user experience.

Must Haves:

• 2-5+ years of experience as a Tier II Desktop Support Specialist
• 2-5+ years of experience interfacing with users directly, resolving or escalating Tier II tickets
• 2-5+ years of experience troubleshooting O365 applications
• 2-5+ years of experience supporting Windows 10/11 and macOS hardware
• 2-5+ years of basic network troubleshooting experience working with ports, IDFs, and latency
• 2-5+ years of experience working with AD
• MFA, password resets, password validating, Azure groups, granting access and roles

Plusses:

• Experience working at an onsite Tech Bar
• Experience with Zscaler
• Experience with Sentinel One

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