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.

Key responsibilities

• Act as the first point of contact for users via phone, email, or ticketing system.
• Provide timely support for hardware, software, desktop, and system issues.
• Perform remote troubleshooting using diagnostic tools and structured problem‑solving techniques.
• Escalate complex issues to appropriate teams and follow up to ensure resolution.
• Manage incidents, service requests, and problem tickets within the ITSM system, adhering to SLAs.
• Maintain accurate ticket documentation and contribute to the knowledge base.
• Administer Active Directory accounts, security groups, OUs, and Group Policies.
• Support Microsoft 365, Azure Entra ID, Intune, and endpoint management solutions.
• 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.

Required skills

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