We are seeking a proactive and customer-focused IT Service Desk II professional to provide technical support and ensure efficient operation of IT services across the organization. The ideal candidate will serve as a key point of contact for end users, handling incidents, service requests, troubleshooting, and system administration activities while ensuring a high level of customer satisfaction and adherence to service level agreements (SLAs). This role requires strong technical knowledge in desktop support, Active Directory administration, Microsoft technologies, and IT service management processes within an enterprise environment.
Key Responsibilities:
IT Service Desk & End-User Support Serve as the first point of contact for end users seeking technical assistance via phone, email, or ticketing systems. Provide timely and effective support for hardware, software, desktop, and system-related issues. Perform remote troubleshooting using diagnostic tools and structured problem-solving techniques. Guide users through issue resolution processes and provide clear technical instructions. Escalate unresolved or complex issues to the appropriate support teams while ensuring proper follow-up. Support users with account access, password resets, authentication, and permission-related requests. Deliver excellent customer service and maintain strong communication throughout the support lifecycle.
Incident & Request Management Manage incidents, service requests, and problem tickets within the IT Service Management (ITSM) system. Ensure incidents and requests are resolved within agreed SLAs and organizational standards. Create, update, and maintain accurate ticket documentation including troubleshooting steps, resolutions, and follow-up actions. Monitor ticket queues and follow up on pending requests to ensure timely closure and customer satisfaction. Identify recurring technical issues and recommend process or system improvements. Maintain and contribute to the internal knowledge base and support documentation.
System Administration & Technical Support Administer and support Active Directory user accounts, security groups, and organizational units (OUs). Apply and maintain Group Policies (GPOs) to enforce system configurations and security standards. Support Microsoft 365 services, Azure Entra ID, Intune, and endpoint management solutions. Assist in maintaining endpoint security and system compliance using tools such as Tanium. Support desktop operating systems, software installations, system configurations, and peripheral devices. Perform testing and validation of implemented fixes prior to ticket closure.
Required Qualifications & Skills Bachelor’s degree in Computer Science, Information Technology, or a related field. Minimum 2 years of experience in an IT Service Desk, Help Desk, or IT Support environment. Strong knowledge of Windows Operating Systems and desktop support. Hands-on experience with Active Directory administration and Group Policies. Familiarity with IT ticketing systems and ITSM processes. Strong troubleshooting, analytical, and problem-solving skills. Good communication and customer service skills with the ability to support end users effectively. English proficiency at B1 level or higher.
Preferred Qualifications (Experience with):Microsoft 365Azure Entra IDMicrosoft Intune Tanium Familiarity with ITIL principles and incident management best practices. Experience working within enterprise IT environments. Relevant certifications are considered a plus, including:Comp TIA A+Comp TIA Network+Microsoft Certifications CCNA