IT Help Desk II

This range is provided by Boyett Petroleum. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$30.00/hr - $40.00/hr

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The IT Support Analyst (Tier II) plays a key role in delivering exceptional technical support across the organization. This mid-level position tackles escalated issues, advanced user requests, and complex endpoint configurations, acting as a vital link between Tier I support and senior engineering or infrastructure teams. You’ll have the opportunity to solve challenging technical problems, refine and document support processes, and help shape the future of the IT support function through continuous improvement.

This role is ideal for someone who thrives on independence, ownership, and technical variety. While a bachelor’s degree can support professional growth, success in this position is driven by hands‑on problem‑solving skills, the ability to mentor others, and confidence in navigating complex technical environments. Strong performance opens the door to increased responsibility and career advancement.

Advanced Technical Support & Escalations

• Act as the primary escalation point for unresolved Tier I issues
• Troubleshoot endpoint problems including OS, drivers, application errors, and device conflicts
• Support multifactor authentication (MFA), identity management, VPN, and remote access tools
• Resolve software installation failures, profile corruption, Outlook connectivity, and Teams performance issues
• Support mobile device configuration, BYOD registration, and security policy enforcement
• Collaborate with systems or infrastructure teams to resolve cross-platform issues
• Configure and deploy laptops and desktops using Microsoft Intune, SCCM, or equivalent
• Manage device compliance, encryption, antivirus alerts, and patch status
• Assist with group policy implementation or workstation script deployment

User Access & System Administration

• Create and manage users, groups, shared mailboxes, and distribution lists in Active Directory and Microsoft 365
• Assist with license assignments, mailbox delegation, and calendar sharing issues

Documentation & Knowledge Sharing

• Create and maintain standard operating procedures (SOPs) and internal knowledge base articles
• Review Tier I tickets for quality, completeness, and documentation standards
• Guide junior team members on issue triage, troubleshooting process, and escalation logic
• Provide backup coverage for help desk lead in supervisor absence

• 3–5 years of IT support or desktop support experience in an enterprise or multi‑site environment
• Strong knowledge of Windows 10/11, Microsoft 365 apps, and user environment settings
• Experience with Active Directory, device management, and user lifecycle administration
• Familiarity with ticketing systems such as Service Now, Zendesk, or Connect Wise
• Valid driver’s license and ability to travel between supported locations as needed
• Bachelor’s degree is welcomed but not required; capability and ownership are prioritized

• Microsoft 365 Certified:
  Modern Desktop Administrator Associate or MD-102
• CompTIA Network+ or equivalent credential
• Familiarity with scripting (Power Shell, batch) or deployment automation
• Understanding of endpoint security tools, MDM policies, and regulatory frameworks
• Problem Solving - Identifies and resolves problems in a timely manner;
  Develops alternative solutions;
  Works well in group problem solving situations.
• Project Management - Communicates changes and progress;
  Completes projects on time and budget.
• Technical Skills - Assesses own strengths and weaknesses;
  Pursues training and development opportunities;
  Strives to continuously build knowledge and skills;
  Shares expertise with others.
• Interpersonal Skills - Focuses on solving conflict, not blaming;
  Maintains confidentiality;
  Keeps emotions under control.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; responds well to questions.
• Teamwork - Balances team and individual responsibilities;
  Exhibits objectivity and openness to others' views;
  Gives and…