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About the Role
The Tier 2 Help Desk Specialist provides advanced technical support for escalated incidents, focusing on endpoint management, identity administration, and collaboration platforms. This role requires expertise with tools such as Microsoft Intune, SCCM/MECM, Active Directory, Azure AD/Entra, and ServiceNow, along with strong analytical and communication skills to resolve complex hardware, software, and network issues. The Tier 2 Specialist partners with Tier 1 staff to improve first-call resolution, collaborates with Tier 3 engineers on root cause and long-term fixes, and ensures compliance with SLAs and security standards while delivering high-quality service to end users.
Responsibilities
- Communicate effectively with end users and stakeholders regarding issue status and resolution progress.
- Supports the escalation of tickets from Tier 1 for advanced troubleshooting of endpoint/desktop management, messaging, collaboration, and business applications.
- Diagnose and resolve hardware, software, and network problems through in-depth analysis and troubleshooting.
- Collaborate with Tier 3 and engineering teams for problem resolution, system upgrades, and long-term corrective actions.
- Manage incident lifecycle from escalation through resolution, ensuring adherence to SLAs and proper documentation.
- Manage endpoint compliance and patching via Intune and SCCM; remediate vulnerabilities flagged by Nessus scans.
- Perform OS imaging and encryption (BitLocker) for new deployments and refresh cycles.
- Provides laptop/desktop/phone support and provisioning.
- Administer identity and access controls in Active Directory, Azure AD/Entra, and Okta; enforce MFA and conditional access policies.
- Support collaboration platforms (Teams, SharePoint, Exchange Online) including VIP queue handling and white-glove support.
- Develop, maintain, and update knowledge articles.
- Maintain accurate SLA/OLA reporting using ServiceNow dashboards; contribute to continual improvement register.
- Analyze recurring incidents to identify root causes and recommend process or technology improvements.
- Analyzes recurring issues to identify potential areas for improvement within systems or processes.
- Provide mentoring and technical guidance to Tier 1 staff to improve first-call resolution rates.
Requirements
- Bachelor’s degree in IT, Computer Science, or related discipline or four additional years of experience if no degree.
- 3+ years of progressive IT support experience, including Tier 1 and Tier 2 support responsibilities.
- Experience with remote desktop tools, ticketing systems, and ITSM platforms (e.g., ServiceNow, Remedy, Jira).
- Strong working knowledge of endpoint/desktop management, messaging, collaboration, and business applications.
- Ability to obtain public trust security clearance.
- Experience with Microsoft Intune and/or SCCM/MECM.
- Proficiency in Active Directory, Azure AD/Entra, and/or Okta for identity lifecycle and MFA.
- Experience using ServiceNow or alternative IT Service Management / Ticketing system.
- Familiarity with Microsoft 365 collaboration stack (Teams, Exchange Online, SharePoint).
Skills
- Microsoft Intune
- SCCM/MECM
- Active Directory
- Azure AD/Entra
- ServiceNow
- Analytical Thinking
- Customer Focus
- Communication
- Collaboration
- Time Management
- Adaptability
- Attention to Detail
- Initiative
- CompTIA A+
- HDI Desktop Support Technician
- ITIL v4 Foundations
- Microsoft Certified: Endpoint Administrator Associate
- ServiceNow System Administrator
Location
- Nationwide
Work Type
- Full-time
Experience Level
- 3+ years
Education Level
- Bachelor’s degree in IT, Computer Science, or related discipline
Benefits
- Medical
- Dental
- Vision
- AD&D
- STD
- LTD
- Company paid Life Insurance
- 401k with employer contribution
- Paid Time Off
- Pet Insurance
About the Company
- SES provides a competitive salary and the following benefits: Medical, Dental, Vision, AD&D, STD, LTD, Company paid Life Insurance, 401k with employer contribution, Paid Time Off, Pet Insurance.