Tier II Service Desk Technician

Our client, a professional services organization with multiple offices across the Philadelphia region, is seeking an IT Technician – Tier 2 to provide advanced technical support to end users across regional and remote locations on the East Coast. This role requires onsite presence five days per week and serves as a key point of contact for resolving technical issues, maintaining systems, and ensuring a high level of user satisfaction in a fast-paced environment.

The ideal candidate is an experienced, customer-focused IT professional with strong troubleshooting skills and the ability to communicate effectively with non-technical users.

• Provide onsite and remote technical support for internal users and remote staff.
• Support desktops, laptops, and printers in a Windows 11 environment.
• Troubleshoot and support Microsoft 365 applications and services.
• Manage user accounts and permissions in Active Directory and apply basic Group Policy.
• Diagnose and resolve phone, network, and internet connectivity issues.
• Support industry-specific software, including document management systems (iManage Cloud preferred).
• Coordinate with hardware and software vendors as needed.
• Set up and support audio-visual equipment for onsite and virtual meetings.
• Log, track, and manage support requests in the help desk ticketing system.
• Deploy, configure, and maintain desktops and laptops.
• Test and evaluate new hardware and software prior to deployment.
• Communicate clearly with users regarding ticket status and confirm issue resolution.
• Maintain documentation and follow IT support best practices.

• 5+ years of IT support experience, preferably in a professional services environment.
• Strong customer service and communication skills with non-technical users.
• Proven ability to troubleshoot and resolve technical issues efficiently.
• Experience supporting computer hardware, including desktops, laptops, and servers.
• Proficiency troubleshooting printers and multifunction devices.
• Strong working knowledge of Windows 11, Microsoft 365, and Active Directory.
• Experience supporting iManage Cloud preferred;
  Elite 3E and Windows Server familiarity a plus.
• A+ certification preferred.
• Reliable transportation required.
• Ability to work onsite five days per week across regional office locations.