Help Desk II/Tier 2 IT Support Specialist

2-3 years of experience handling Tier 1–2 IT support or help desk requests. Strong experience in Microsoft-based environments and general help desk operations. Experience troubleshooting and managing issues without direct supervision. Solid understanding of IT systems, hardware, software, networking, and security fundamentals. Knowledge of cybersecurity risks and best practices. Experience documenting procedures, troubleshooting steps, and resolutions. Strong customer service skills with the ability to de-escalate frustrated users. Ability to communicate technical concepts clearly to non-technical stakeholders. Comfortable working in a structured, process-driven environment and following detailed procedures.

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. Document troubleshooting steps, resolutions, and procedures. De-escalate customer issues with professionalism and a customer-first mindset. Collaborate with other IT team members on escalations and process improvements. Manage multiple tickets simultaneously while meeting SLAs.