IT Technician II - Service Desk

The IT Technician II serves as a Tier 2 (L2) Advanced Technical Support resource for the IT Service Desk. The primary focus of this role is to provide immediate technical support, resolving incidents and services requests that require deeper troubleshooting, elevated permissions, or specialized knowledge beyond Tier 1 capabilities. The mid-level position requires strong diagnostic skills, greater autonomy, and hands‑on experience with enterprise IT systems.

The IT Technician II also mentors Tier 1 staff, contributes to knowledge management, and supports problem management and change management activities.

• Handle escalated incidents and requests from Tier 1, providing advanced diagnostics and root cause isolation.
• Resolve medium-to-high complexity issues including application errors, operating system issues, network connectivity, and account permissions.
• Administer and troubleshoot Windows 11 in a domain environment including Group Policy, system imaging, and OS updates.
• Provide advanced support for Microsoft Office 365 including Exchange Online mailbox administration, Teams configuration, and license management.
• Perform immediate Active Directory tasks such as creating and modifying user accounts, managing group memberships, and applying policies.
• Troubleshoot network connectivity issues including TCP/IP, DNS, DHCP, and VPN configurations.
• Support endpoint management tools such as Atera, Microsoft Intune or SCCM for device deployment and policy enforcement.
• Administer mobile device management (MDM) platforms such as Microsoft Intune to enforce device compliance, deploy configuration profiles, and manage enrollment, remote wipe, and security policies for corporate and BYOD devices.
• Diagnose and resolve printer, peripheral, and mobile device issues.

• Manage personal ticket queue of Tier 2 incidents and service requests, as well as assisting when necessary with Tier 1 incidents and service requests, ensuring tickets are updated and resolved within established SLA targets.
• Document all troubleshooting steps, findings, workarounds, and resolutions thoroughly in the ticketing system.
• Escalate to Tier 3 when advanced engineering-level resolution is required, providing full troubleshooting history of technical detail.

• Create and update troubleshooting articles based on resolved escalations and repeatable fixes.
• Document escalation playbooks and identify Tier 1 knowledge gaps, recommending improvements to support faster first-contact resolution.
• Validate and maintain knowledge articles to ensure accuracy and relevance.

• Flag recurring incidents for problem management review and link related incidents when patterns emerge.
• Provide technical input into root cause investigations by Tier 3.
• Suggest preventative measures based on recurring ticket trends.
• Execute approved standard changes including patching support, software deployments, and access updates.
• Assist in post-change verification and troubleshooting, documenting change-related incidents accordingly.

Associates or Bachelor’s degree in Information Technology, Computer Science, Business, or related field (or equivalent experience) preferred.

• 2-4 years of proven experience in a service desk or technical support role.
• Demonstrated experience supporting Windows 11, Microsoft Office 365, and Active Directory in a corporate environment.

• Windows 11 – advanced configuration, Group Policy, imaging, and domain management.
• Microsoft Office 365 – Exchange Online, Teams administration, license management.
• Active Directory – user and group management, OU structure, and policy application.
• Remote desktop and remote management tools.
• Atera, Microsoft Intune or SCCM – basic endpoint management.
• Network troubleshooting – TCP/IP, DNS, DHCP, VPN.
• Fresh service or comparable ITSM platform – incident, request, knowledge, and change management.

• CompTIA A+ (preferred)
• CompTIA Network+ and/or CompTIA Security+ (preferred)
• ITIL 4 Foundation (preferred)

• Strong verbal and written communication…