Tier II Help Desk Analyst

Overview

We are seeking an experienced IT Support Analyst II to join a collaborative and fast-paced technical support team. This role is ideal for a candidate with strong Microsoft 365 and Active Directory experience who enjoys troubleshooting user issues, supporting enterprise technologies, and delivering exceptional customer service in a high-volume environment.

The successful candidate will serve as an intermediate-level support resource, resolving Tier 1 and Tier 2 technical issues while partnering with internal teams to ensure seamless technology operations across the organization.

• Troubleshoot and resolve Tier 1 and Tier 2 hardware, software, network, and user access issues through phone, email, remote support tools, and in-person support.
• Support Microsoft 365 technologies including Outlook, Teams, and SharePoint.
• Create, manage, and maintain user accounts and permissions within Active Directory and Azure Active Directory.
• Configure, image, deploy, and replace desktops, laptops, printers, mobile devices, and related peripherals.
• Assist end users with connectivity issues, Multi‑Factor Authentication (MFA), password resets, account lockouts, software installations, and hardware upgrades.
• Accurately document troubleshooting activities, resolutions, and technical workflows within the ticketing system.
• Escalate complex infrastructure, networking, or system-wide issues to engineering and operations teams when appropriate.
• Deliver exceptional customer service while working efficiently within a high-volume support environment.

• Minimum of 2+ years of hands‑on Help Desk, Service Desk, or IT Support experience.
• Experience supporting Microsoft 365 (O365) environments.
• Strong Active Directory experience, including user account creation, administration, and access management.
• Experience supporting Windows-based desktop and laptop environments.
• Ability to diagnose and resolve technical issues independently while maintaining high customer satisfaction.
• Strong communication, problem‑solving, and documentation skills.

• Experience supporting users within a healthcare environment.
• Active technical certifications such as CompTIA A+, Network+, Microsoft certifications, or equivalent credentials.
• Experience working with remote support tools and ticketing systems.
• Familiarity with Azure Active Directory administration.
• First two weeks of training will be fully onsite.
• Hybrid schedule following training:
  • Monday & Tuesday:
    Remote
  • Standard business hours: 9:00 AM - 5:30 PM local time.
  • Participation in a rotating weekend on-call schedule is required following the initial onboarding period. Weekend coverage consists of approximately four hours per day on Saturday and Sunday and includes overtime eligibility.

• Competitive compensation with overtime opportunities.
• Annual performance-based bonus potential.
• Extensive professional development opportunities, including paid training and certification support.
• Clear career advancement pathways with opportunities to grow into senior support, engineering, and specialized IT operations roles.
• Collaborative team environment focused on mentorship, learning, and internal promotion.

We are looking for a collaborative, inquisitive, and customer‑focused IT professional who enjoys solving problems, learning new technologies, and supporting end users. The ideal candidate thrives in a team‑oriented environment and is eager to build a long‑term career in IT support and operations.