Service Desk Technician
Core
Provide advanced technical support to resolve escalated issues from Level 1, acting as a bridge to specialized IT teams.
Role type
Senior IC Service Desk Technician (Level 2)
Builds
Resolved hardware, software, and M365 issues for end-users
Domain
IT Support / Microsoft 365 Administration
Required skills
Microsoft 365 administration, Exchange Online, SharePoint Online, Microsoft Teams, Active Directory, Group Policy, Azure AD, PowerShell scripting, hardware troubleshooting, software installation, user account management, root cause analysis, IT inventory management
Preferred skills
MCSE: Productivity, ITIL v3 Foundation, Azure Rights Management, mobile device management (MDM), compliance frameworks, Exchange ActiveSync
Technologies
Microsoft 365, Exchange Online, SharePoint Online, Microsoft Teams, Active Directory, Azure AD, PowerShell, Azure Rights Management
Responsibilities
Diagnose and resolve escalated hardware, software, OS, and M365 issues; handle escalated tickets from Level 1 support; escalate unresolved issues to Level 3 or specialized teams; conduct root cause analysis for recurring issues; configure, install, and troubleshoot hardware; manage software installations and updates; assist with user account management; monitor system performance; maintain IT inventory and asset management systems; document resolutions and update knowledge base articles.
Seniority
Senior, hands-on IC