Senior IT Help Desk Analyst

Senior IT Help Desk Analyst

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Regular Full Time Technical Greenville, SC, US

Salary Range: $28.00 To $32.00 Hourly

At Tech
24, we invest in our people so they can focus on doing great work. When you join our IT team, here is what you can expect:

• Work with a sharp, collaborative IT team that trusts you to get the job done
• Fully equipped for success, company computer and equipment provided
• Work-Life Balance, generous paid time off and paid holidays
• Comprehensive Benefits, medical, dental, vision, and short-term disability (effective 1st of the month following your hire date)
• Retirement Planning, 401(k) with company match and immediate vesting
• Employee Assistance Program (EAP), free, confidential counseling and support for you and your family, including financial and legal resources
• Room to grow, Tech
  24 is a rapidly expanding organization with increasing IT complexity and opportunity
• Hourly Rate: $28 to $32 an hour

The Senior IT Help Desk Analyst (Tier
2) is a critical hands-on role within the Tech
24 IT team, responsible for providing both Tier 1 and Tier 2 support to all employees on-site and remote across a broad Microsoft ecosystem. This person serves as the primary escalation point for Tier 1 staff and acts as a bridge between front-line help desk support and senior IT infrastructure and security staff. The right candidate is technically sharp, communicative, self-sufficient, and takes initiative to solve problems before they become escalations.

• Provide Tier 1 and Tier 2 IT support for all employees on-site and remote across Microsoft business applications including Office 365, Teams, One Drive, and related tools
• Serve as the primary escalation point for Tier 1 staff on complex or unresolved issues including WAN and LAN connectivity, routers, firewalls, and security
• Respond to assigned support tickets within 1 to 2 hours and maintain clear, consistent communication with end users on ticket status and resolution progress
• Serve as first line troubleshooting support for Microsoft Entra , Azure environments, and on-premise domain configurations including user and device management, conditional access policies, and Azure Virtual Desktop
• Apply cybersecurity fundamentals including triaging endpoint protection alerts, enforcing MFA and conditional access policies, and following incident response and escalation procedures
• Maintain working knowledge of all line-of-business applications and their role in daily operations
• Monitor remote monitoring and management (RMM) system alerts and respond accordingly
• Participate in a rotating on-call schedule with some night and weekend availability required during system upgrades
• Maintain accurate documentation of all incidents, resolutions, and system configurations
• Proactively identify and resolve issues before they require escalation to senior IT staff
• Adhere to all company policies and procedures

• 3 to 5 years of experience in an IT support or help desk role with demonstrated Tier 2 escalation experience
• Advanced understanding of Windows operating systems, printing systems, and Microsoft 365 ecosystem
• Strong foundational networking knowledge including IP addressing, DNS, subnets, and basic routing concepts
• Hands‑on experience with Microsoft Entra , Azure, and Fresh service or equivalent ITSM platforms
• Proficient in hardware and software troubleshooting including virus and malware removal
• Strong communication skills and emotional intelligence, stays calm and professional when users are frustrated
• Self‑motivated and able to work independently in a fast‑paced environment
• Ability to lift up to 50 lbs and reliable transportation required
• CompTIA Network+ certification or equivalent is a plus
• Experience supporting multi‑site or distributed workforce environments is a plus
• Strong character, builds and sustains trust, holds self and colleagues accountable
• Initiative, acts, seeks new opportunities, and sees problems through to resolution
• Results driven, persistent and tenacious with a clear vision for getting things done
• Adaptability, open to new ideas and able to shift priorities when the business needs it
• Fosters a team approach, no lone wolf mentality, collaboration is expected
• Sound judgment, leverages decision frameworks and exercises good judgment under pressure
• Integrity, impeccable professional standards in all situations

Tech
24 is an Equal Opportunity and Affi…?

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24 and our career opportunities visit