IT Service Desk II – Technical Support Specialist

About the role

We are looking for a proactive, customer‑focused IT Service Desk II professional to provide technical support and ensure smooth operation of IT services across the organization. The role serves as the primary point of contact for end users, handling incidents, service requests, and system administration tasks while maintaining high customer satisfaction and SLA compliance.

Key responsibilities

• Act as the first point of contact for users via phone, email, or ticketing system.
• Diagnose and resolve hardware, software, desktop, and system issues, including remote troubleshooting.
• Escalate complex problems to appropriate teams and follow up to ensure closure.
• Manage incidents, service requests, and problem tickets in the ITSM system, meeting agreed SLA targets.
• Maintain accurate ticket documentation and contribute to the internal knowledge base.
• Administer Active Directory accounts, security groups, OUs, and enforce Group Policies.
• Support Microsoft 365, Azure Entra ID, Intune, and endpoint management tools.
• Assist with endpoint security and compliance using tools such as Tanium.

Required profile

• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Minimum 2 years of experience in an IT Service Desk, Help Desk, or IT Support environment.
• Strong knowledge of Windows operating systems and desktop support.
• Hands‑on experience with Active Directory administration and Group Policy management.

Required skills

• Windows OS
• Active Directory
• Group Policy
• Microsoft 365
• Azure Entra ID
• Intune
• Tanium
• ITSM ticketing system
• Remote troubleshooting tools