Service Desk Support Tech - Level 2

• CompTIA Network+ Certification – Strong plus
• Minimum of 3 years of experience in a help desk or service desk role, with at least 1 year in a Tier 2 capacity.
• Strong working knowledge of Windows and macOS, Microsoft 365, and common enterprise applications.
• Hands-on experience with Active Directory, endpoint management tools, and remote access support.
• Working knowledge of Microsoft Azure and Microsoft Entra ID in an enterprise environment.
• Understanding of cloud identity concepts, including users, groups, authentication, MFA, conditional access concepts, and role-based access control (RBAC).
• Ability to navigate the Azure and Microsoft Entra administration portals and perform basic troubleshooting and support tasks within established permissions.
• Familiarity with service management and ticketing platforms such as ServiceNow, ManageEngine, or Jira.
• Solid understanding of network fundamentals, including TCP/IP, DNS, DHCP, VLANs, and VPNs.
• Excellent communication, documentation, and customer service skills.

• Microsoft Azure Fundamentals (AZ-900) certification or equivalent practical Azure experience.
• Microsoft 365 Fundamentals (MS-900) or equivalent Microsoft 365 administration experience.
• Experience with PowerShell or other scripting/automation technologies.
• Experience with Microsoft Intune or comparable mobile/endpoint device management platforms.
• Exposure to virtualization platforms such as VMware or Hyper-V.
• Experience supporting hybrid Active Directory / Microsoft Entra ID environments.
• Participation in project-based technical rollouts, migrations, or Microsoft 365/Azure initiatives.
• Ability to analyze support metrics and recurring incidents and recommend process improvements.

• A Level 2 technician is not expected to function as an Azure Cloud Engineer or Azure Administrator, but should possess enough Microsoft cloud knowledge to independently perform initial investigation, resolve common service desk issues, and escalate infrastructure-level problems with useful diagnostic information.

Candidates should have a practical understanding of:

• Microsoft Entra ID : Users, groups, authentication, MFA, enterprise applications, and basic identity troubleshooting.
• Azure Portal : Ability to navigate the portal, locate resources, review basic configuration and status information, and understand subscriptions and resource groups at a conceptual level.
• Identity & Access : Basic understanding of Azure RBAC, least privilege, authentication versus authorization, and Conditional Access concepts.
• Microsoft 365 Integration : Understanding of the relationship between Microsoft 365, Entra ID, licensing, authentication, and user access.
• Hybrid Identity : Basic understanding of the relationship between on-premises Active Directory and Microsoft Entra ID, including the concept of directory synchronization.
• Intune / Endpoint Management : Basic familiarity with device enrollment, compliance, configuration profiles, application deployment, and common endpoint troubleshooting.
• Networking : Basic understanding of how DNS, IP addressing, VPN connectivity, and cloud networking can affect access to Azure or Microsoft 365 resources.
• Security : Awareness of MFA, privileged access, security groups, least privilege, and the importance of following established security procedures.
• Troubleshooting : Ability to distinguish among endpoint, network, identity, permissions, Microsoft 365, and Azure service issues before escalating.

• Analytical : Uses a methodical diagnostic approach and identifies likely root causes rather than relying solely on scripted fixes.
• Process-Driven : Follows established support, security, escalation, and change-management workflows and helps improve them.
• Customer-Focused : Provides clear, professional, and empathetic communication and follows issues through resolution.
• Mentor-Oriented : Provides technical guidance to Level One technicians and helps develop their troubleshooting skills.
• Security-Conscious : Understands the impact of identity, access, and administrative changes and follows least-privilege principles.
• Team-Aligned : Works effectively across support, infrastructure, cloud, network, security, and operations teams.

• Be Creative with Solutions
• Build open and honest relationships
• Build a positive team and family spirit
• Be inclusive
• Look for better ways
• Be humble
• Urgency
• Competitive pay
• 401k with company contribution

• Life Insurance