IT Service Desk II – Technical Support Specialist

About the role

We are looking for a proactive IT Service Desk II professional to serve as the primary point of contact for end‑users across the organization. The role involves delivering timely technical assistance, managing incidents and service requests, and performing basic system administration to ensure high customer satisfaction and compliance with service level agreements.

Key responsibilities

• Provide first‑line support via phone, email, or ticketing system for hardware, software, and desktop issues.
• Perform remote troubleshooting using diagnostic tools and guide users through resolution steps.
• Escalate complex problems to appropriate teams while tracking progress and follow‑up.
• Manage incident, request and problem tickets in the ITSM platform, ensuring SLA compliance.
• Maintain accurate ticket documentation and contribute to the internal knowledge base.
• Administer Active Directory accounts, security groups, OUs and enforce Group Policy settings.
• Support Microsoft 365, Azure Entra ID, Intune and endpoint management solutions.
• Assist with endpoint security and compliance using tools such as Tanium.
• Install, configure and update desktop operating systems, applications and peripherals.

Required profile

• Bachelor’s degree in Computer Science, Information Technology or a related field.
• Minimum two years of experience in an IT Service Desk, Help Desk or similar support role.
• Strong customer‑service orientation and ability to communicate technical information clearly.

Required skills

• Windows operating systems desktop support.
• Active Directory administration and Group Policy management.
• Microsoft 365, Azure Entra ID and Intune.
• Endpoint security tools such as Tanium.
• Experience with ITSM ticketing systems and remote troubleshooting.