Position Summary:
We are seeking a motivated and technically skilled individual to join our IT team as a Tier 2 Help Desk Technician / Junior Systems Administrator. This hybrid role is ideal for someone with strong troubleshooting skills and a desire to grow into systems administration. You’ll act as an escalation point for Tier 1 support and assist in managing servers, infrastructure, and critical IT systems.
Essential Duties and Responsibilities:
- Respond to escalated technical support tickets via phone, email, or service desk platform.
- Troubleshoot and resolve moderately complex hardware, software, and network issues.
- Assist with onboarding/offboarding processes, including account provisioning and equipment setup.
- Provide support for applications including Microsoft 365, remote access tools, and business-critical software.
- Document solutions and contribute to the IT knowledge base.
- Assist with server maintenance, patch management, and routine infrastructure tasks.
- Monitor system performance and resolve minor alerts or escalate to senior admins.
- Perform user account administration in Active Directory, Exchange, and other systems.
- Assist with backup verification and disaster recovery testing.
- Participate in IT projects such as deployments, upgrades, and migrations.
Qualifications:
- 2+ years in an IT support role, with exposure to Tier 2 responsibilities.
- Proficiency in Windows desktop and server environments.
- Experience with Active Directory, Microsoft 365, and basic networking concepts.
- Strong analytical and problem-solving skills.
- Excellent communication and documentation abilities.
- Experience with ticketing systems (preferred).
- Exposure to virtualization platforms (VMware, Hyper-V), Group Policy, or scripting (PowerShell).
- Familiarity with ITIL practices and SLA adherence (preferred).
The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.
