Help Desk Support Technician, Tier II
About the Company
The organization operates within the managed IT services sector, supporting business clients with enterprise desktop systems, collaboration tools, cloud applications, and network components. It addresses the challenge of providing reliable second-level IT support to ensure smooth technology operations across a diverse client base. By delivering managed services both remotely and on-site, the program maintains operational continuity and resolves complex technical issues for enterprise environments.
About the Role
The Help Desk Support Technician, Tier II role is focused on delivering second-level IT support within the managed services team. This position is responsible for troubleshooting and resolving technical issues involving enterprise desktops, cloud services, Active Directory, and network components. The role ensures effective case management and high-quality customer communication, requiring a mix of remote support and local on-site capabilities to maintain service level agreements (SLAs).
Responsibilities
- Provide Tier II IT support for Windows (7+) and macOS (OS X) desktop systems and peripherals
- Act as the first point of contact for service requests, evaluating information and self-assigning cases
- Resolve end-user issues including password resets, email configuration, and mobile device problems via MDM tools
- Administer security group permissions for file shares, SharePoint, and other business applications
- Troubleshoot network connectivity, printer issues, and collaboration software
- Maintain and update service cases, time entries, and work logs accurately within the ticketing system
- Author technical documentation and self-service materials for the ITS Knowledge Base
- Coordinate with business users and ITS team members to resolve complex break/fix issues
- Identify opportunities for proactive system improvements and issue reduction
- Provide on-site support at client locations in the Scotts Valley, CA area as needed
Requirements
- Bachelor’s degree in Computer Science or a related field
- Minimum of 4 years of professional IT support experience
- Strong experience supporting Microsoft business applications and enterprise operating systems (Windows/macOS)
- Proven troubleshooting and problem-solving skills in a managed services environment
- Excellent customer service and communication skills, including the ability to de-escalate conflicts
- Ability to provide local on-site support in the Scotts Valley, CA area
- Valid U.S. work authorization and reliable transportation
- Ability to manage a high-volume workload both independently and collaboratively
Nice to Have
- Experience with Active Directory and cloud security protocols
- Familiarity with specialized MDM and network monitoring tools
Compensation $29.18 — $35.92 per hour Final compensation is based on market data, candidate experience, and geographic location. Equal Opportunity Statement Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.