Tier II Help Desk

Key Responsibilities

• Handle escalated support requests from Tier 1 analysts.
• Provide desk-side support for hardware/software issues.
• Troubleshoot and support AV equipment (POLY, Cisco, Crestron Certified/Experience via Zoom, Teams or Webex Rooms).
• Support cloud platforms (Microsoft Azure, AWS) and basic troubleshooting.
• Perform installations, configurations, and upgrades of hardware/software.
• Assist with IMACD (Installs, Moves, Adds, Changes, Deletions) activities.
• Maintain accurate asset inventory and support reporting requirements.
• Provide support during meetings and events, including AV setup and live streaming.

• Advanced troubleshooting and problem-solving skills.
• Strong customer service and communication abilities.
• Experience with Service Desk ticketing systems.
• Proficiency in supporting Windows, Mac OS (Jamf), Office 365, Exchange, Outlook.
• Familiarity with cloud environments and AV equipment.

• 4-5 years preferred, 2+ years required of experience in IT support or related field.
• Microsoft, CompTIA A+®, Network+®, or HDI certification preferred.
• High school diploma required, Associates/Bachelors IT related area of study preferred.

Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.