Service Desk Support Technician II
Core
Tier 2 escalation point for IT support, resolving complex hardware, software, network, and identity issues while providing front desk and administrative support.
Role type
Senior IC Service Desk Support Technician (Tier 2)
Builds
IT support services and office operations for ANA employees
Domain
IT Support / Enterprise Infrastructure
Required skills
Active Directory, Microsoft Entra ID, Microsoft 365, Endpoint Management (Intune), Network Fundamentals, Ticketing Systems, Cloud Identity Concepts, RBAC, Hardware Troubleshooting
Preferred skills
CompTIA Network+, Azure Portal navigation, Root Cause Analysis, Mentorship
Technologies
Active Directory, Microsoft Entra ID, Microsoft 365, Microsoft Intune, ServiceNow, ManageEngine, Jira, Azure
Responsibilities
Troubleshoot moderately complex hardware, software, application, network, identity, and cloud-related problems; Perform advanced user and identity management; Answer calls and handle mail/shipments; Greet visitors and manage front desk coverage; Collaborate with infrastructure, network, cloud, and security teams; Contribute to knowledge base documentation and support procedures.
Seniority
Mid-level, hands-on IC