Position Summary

We are seeking a motivated and technically skilled individual to join our IT team as a Tier 2 Help Desk Technician / Junior Systems Administrator. This hybrid role is ideal for someone with strong troubleshooting skills and a desire to grow into systems administration. You’ll act as an escalation point for Tier 1 support and assist in managing servers, infrastructure, and critical IT systems.

Essential Duties And Responsibilities

• Respond to escalated technical support tickets via phone, email, or service desk platform.
• Troubleshoot and resolve moderately complex hardware, software, and network issues.
• Assist with onboarding/offboarding processes, including account provisioning and equipment setup.
• Provide support for applications including Microsoft 365, remote access tools, and business-critical software.
• Document solutions and contribute to the IT knowledge base.
• Assist with server maintenance, patch management, and routine infrastructure tasks.
• Monitor system performance and resolve minor alerts or escalate to senior admins.
• Perform user account administration in Active Directory, Exchange, and other systems.
• Assist with backup verification and disaster recovery testing.
• Participate in IT projects such as deployments, upgrades, and migrations.
  
  

Qualifications

• 2+ years in an IT support role, with exposure to Tier 2 responsibilities.
• Proficiency in Windows desktop and server environments.
• Experience with Active Directory, Microsoft 365, and basic networking concepts.
• Strong analytical and problem-solving skills.
• Excellent communication and documentation abilities.
• Experience with ticketing systems (preferred).
• Exposure to virtualization platforms (VMware, Hyper-V), Group Policy, or scripting (PowerShell).
• Familiarity with ITIL practices and SLA adherence (preferred).
  
  

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.