Tier II Helpdesk

We are looking for a Tier II Helpdesk specialist to deliver responsive technical support for a growing organization in Bedford, Massachusetts. This Long-term Contract position is ideal for someone who enjoys working in a fast-moving environment, providing high-touch service, and helping employees stay productive across day-to-day technology needs. The role will play an important part in supporting workforce growth through onboarding activities while also contributing to office-related IT coordination and end-user support.

Responsibilities:
• Deliver first- and second-level technical assistance for employee issues involving computers, software, mobile devices, and connectivity.
• Diagnose and resolve problems across Windows environments and Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, Word, Excel, and PowerPoint.
• Prepare technology for new hires and departing employees by setting up accounts, configuring laptops, assigning access, and installing required applications.
• Manage incoming requests through the ticketing platform and ensure incidents are addressed within defined service expectations.
• Maintain user identities and permissions within Active Directory, Azure AD, and the Microsoft 365 administration portal.
• Carry out routine endpoint upkeep, system updates, and checks related to security and compliance standards.
• Support meeting room technology and conferencing platforms, including Teams Rooms, Zoom, and related audio/visual equipment.
• Track hardware inventory, monitor asset status, and assist with device replacement planning throughout the equipment lifecycle.
• Create accurate support documentation by recording resolutions, updating troubleshooting steps, and contributing to internal knowledge resources.
• Assist with IT needs tied to organizational growth and office relocation activities, ensuring a smooth experience for employees during transitions.• 2+ years of experience in IT help desk, desktop support, or a similar technical support position.
• Hands-on knowledge of Windows 10/11, Microsoft operating systems, and basic troubleshooting for end-user devices.
• Experience supporting Microsoft 365 and common business applications in an enterprise environment.
• Working knowledge of Active Directory, Azure AD, and user account administration.
• Familiarity with service desk or ticket management tools such as ServiceNow, Jira, or Zendesk.
• Understanding of core networking concepts such as TCP/IP, DNS, DHCP, and wireless connectivity.
• Strong customer service approach with the ability to communicate clearly with both technical and non-technical users.
• Ability to stay organized, manage multiple priorities, and work effectively both independently and within a collaborative team.