Level 2 IT Analyst (Help Desk)

Position Summary

We are seeking a Level 2 Help Desk Technician to provide advanced end-user support and serve as an escalation point for our Tier 1 team within a Microsoft 365 and Azure-centric environment. This role is responsible for resolving complex desktop, application, and connectivity issues, supporting identity and endpoint management, and partnering with IT and infrastructure teams to keep employees productive. The successful candidate combines strong hands-on troubleshooting skills with clear communication, a customer-first mindset, and a methodical, service-oriented approach to support. You will be supporting users remotely across different sites as well as in person on site.

Key Responsibilities

End-User & Desktop Support

• Serve as the primary escalation point for Tier 1 technicians on complex hardware, software, and connectivity issues.
• Troubleshoot and resolve Windows desktop, laptop, and peripheral problems, both remotely and on-site.
• Support Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive), including configuration, troubleshooting, and user guidance.
• Image, configure, and deploy workstations using Intune and Windows Autopilot.
• Maintain endpoint health through patching, software installations, and routine updates.

Identity & Access Support

• Administer user accounts, groups, and licenses in Entra ID (Azure AD) and Active Directory.
• Perform password resets, MFA enrollment, and Conditional Access troubleshooting.
• Handle onboarding and offboarding, including account provisioning, equipment setup, and access removal.
• Manage distribution lists, shared mailboxes, and group memberships.

Ticketing & Incident Handling

• Manage, document, and resolve tickets within the IT service management (ITSM) platform, meeting defined SLAs.
• Escalate unresolved or systemic issues to Tier 3 and infrastructure teams with clear documentation.
• Track recurring problems and contribute to knowle...