Help Desk Level 2 Associate

Help Desk Support Specialist II

The Help Desk Support Specialist II provides advanced technical support to end users by phone, remotely, and in person. This role serves as an escalation point for complex incidents that cannot be resolved through initial troubleshooting and takes ownership of issues through resolution. The specialist supports Windows endpoints, Microsoft 365 applications, Active Directory, mobile devices, network connectivity, hardware, software, and related enterprise technologies.

Successful candidates demonstrate strong technical judgment, customer service, critical thinking, and urgency in a fast-paced, team-oriented environment. They can independently diagnose issues across the client technology ecosystem, identify root causes, document solutions, coordinate with vendors and internal teams, and communicate effectively with technical and nontechnical users.

Primary Responsibilities:

• Serve as a Level 2 escalation point for incidents and service requests that require advanced troubleshooting.
• Diagnose and resolve complex hardware, software, operating system, account-access, application, mobile-device, printing, and connectivity issues.
• Take end-to-end ownership of assigned incidents, including investigation, resolution, documentation, customer communication, and appropriate follow-up.
• Monitor and manage the incoming ticket queue, prioritize issues according to urgency and business impact, and route tickets when specialized support is required.
• Meet or exceed established service-level agreements, productivity expectations, and quality standards.
• Perform advanced remote and in-person technical support for end users.
• Install, configure, modify, upgrade, and repair computer hardware, software, peripherals, and mobile devices.
• Administer Active Directory users, groups, permissions, and security-related settings.
• Troubleshoot Microsoft 365 and Microsoft Office applications, including user access, configuration, and application-performance issues.
• Troubleshoot Ethernet, TCP/IP, Wi-Fi, VPN, and endpoint connectivity issues.
• Perform automated Windows operating-system deployments using PXE and established imaging processes.
• Deploy approved applications to computers and mobile devices.
• Coordinate PC replacements, migrations, backups, equipment shipments, and user technology transitions.
• Diagnose and remediate virus, malware, and endpoint-security issues according to established procedures.
• Manage and monitor hardware and software assets to maintain accurate inventory records.
• Identify recurring incidents, investigate root causes, and recommend corrective or preventive solutions.
• Create and maintain technical documentation, knowledge-base articles, troubleshooting procedures, and support workflows.
• Escalate incidents to infrastructure, networking, security, application, or vendor teams with complete diagnostic documentation.
• Collaborate with third-party vendors to resolve hardware and software issues.
• Keep users informed of ticket progress, changes, expected next steps, and final resolution.
• Provide accurate guidance regarding supported IT products and services.
• Assist Level 1 support personnel with troubleshooting, ticket triage, documentation, and technical development.
• Balance and prioritize multiple incidents and service requests while maintaining attention to detail and a strong customer experience.
• Perform other technology-support duties based on operational and business needs.