Helpdesk Support Analyst-Tier 2

Help Desk Support Analyst – Tier 2

We’re looking for a Tier 2 Help Desk Support In this role, you'll tackle more advanced issues that Tier 1 Support can't resolve, guide customers through complex troubleshooting, and work directly with hardware and equipment.

Key Responsibilities:

• PowerShell Scripting
• Network infrastructures: Managed network switches, firewalls, routers, wireless
• Server Environments: Windows 2008 R2, 2012, 2012 R2, 2016, 2019
• Server/Desktop/Cloud Backups: Familiar with installing, configuring, restoring, and troubleshooting with various backup tools
• Basic server administration, including add/remove users and groups, group policy management, configuration of file and share level permissions
• Provide expert troubleshooting support to customers, stepping in when Tier 1 support needs assistance.
• Work directly with hardware to diagnose and resolve issues, including broken or misconfigured equipment.
• Escalate unresolved issues to Tier 3 support when necessary.
• Follow internal support procedures and recommend process improvements.
• Communicate clearly and professionally with customers, ensuring a positive support experience.
• Maintain a secure and organized technical environment, including data, software, hardware, and workspace.