Tier II IT Help Desk Specialist

We’re seeking a knowledgeable, proactive Tier II IT Help Desk Specialist with 3-5 years of professional experience supporting mixed Apple (70%) and Windows (30%) environments. This role is ideal for someone who thrives on solving complex technical issues, enjoys helping people, and can excel in a fast‑paced creative environment.

You’ll serve as primary Help Desk support, partner closely with senior IT team members, and help ensure our employees have the tools and support they need to do their best work.

• Deliver responsive, high‑quality technical support via email, Microsoft 365 Teams chat, phone and in person, ensuring a positive and professional user experience.
• Troubleshoot and resolve advanced issues related to macOS, Windows, Microsoft 365, Adobe Creative Cloud, and a variety of hardware, software, and network components.
• Lead employee onboarding and offboarding, including device setup, account provisioning, and training on essential IT tools and best practices.
• Maintain an accurate inventory of laptops, peripherals, and IT equipment, ensuring devices are properly configured, secured, and updated.
• Create and maintain IT documentation, including “How‑To” guides, troubleshooting steps, and process documentation.
• Escalate highly complex issues to senior IT team members or external vendors, ensuring smooth communication and follow‑through.
• Support department-level projects, such as software deployments, security initiatives, and workflow/process improvements.
• Identify opportunities to improve IT service delivery, streamline processes, and enhance the overall employee technology experience.

• 3-5 years of IT support experience in a hybrid Apple/Windows environment.
• Strong working knowledge of macOS, Windows OS, and MDM platforms such as Jamf and Intune.
• Experience supporting Microsoft 365, productivity tools, and commonly used creative applications.
• Excellent communication skills, patience, and a strong customer‑first mindset.
• Ability to manage multiple priorities with attention to detail and consistent follow‑through.
• Team‑oriented, proactive, and passionate about helping others succeed with technology, service-oriented mindset.