Key Responsibilities

• Provide Tier 2 technical support for desktops, laptops, mobile devices, printers, and network connectivity.
• Troubleshoot and resolve software, hardware, and system-related issues escalated from Tier 1.
• Mentor and coach help desk staff to improve technical skills and customer service.
• Maintain and update knowledge base articles for recurring issues.
• Collaborate with other IT teams on system upgrades, rollouts, and special projects.
• Identify recurring problems and recommend long-term solutions.
• Assist with onboarding new team members.

Qualifications

• 3+ years in IT support.
• Strong troubleshooting skills across Windows and mobile operating systems.
• Strong familiarity with Active Directory, Azure Entra, O365, VPNs, and remote desktop tools.
• Excellent communication and self-starter.
• Experience with ticketing systems.
• Customer-focused mindset with a knack for problem-solving.

• Experience in scripting or automation to improve support processes.

Education/Certification

Minimum of Associates already obtained, IT Professional

Certification (At least one and working toward obtaining others):

Microsoft, CompTIA, ITIL, CISSP, CCNP. PMP

Salary Range: $26.00-$36.00/hr