Service Desk & Endpoint Technician II

United Statesmid

Other

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Quick Summary

Key Responsibilities

Operating system issues (Windows and macOS) Application/software failures and configuration errors Identity and access management user support, including MFA, SSO,

Technical Tools

Other

Responsibilities

~1 min read

→Serve as an escalation point for Level 1 Service Desk staff, providing advanced troubleshooting and resolution
→Diagnose and resolve escalated incidents involving:
- →Operating system issues (Windows and macOS)
- →Application/software failures and configuration errors
- →Identity and access management user support, including MFA, SSO, and Entra ID
- →Advanced network connectivity issues
- →Endpoint management and provisioning
→Participate In problem management and root cause analysis activities
→Administer Mobile Device Management (MDM), endpoint management, compliance policies, and device lifecycle using platforms such as Microsoft Intune and Jamf
→Support hybrid workforce technologies including Microsoft Teams Rooms, conferencing equipment, and collaboration platforms
→Perform patch management, application packaging, endpoint compliance monitoring, and software deployment activities
→Maintain accurate asset inventory, lifecycle records, software licensing information, and ITSM documentation
→Mentor Level 1 staff and assist with endpoint troubleshooting techniques
→Document and maintain technical documentation, knowledge articles, and standard operating procedures to improve first-contact resolution
→Participate in IT projects including hardware refreshes, office technology deployments, and new software implementations
→Collaborate with Infrastructure and Cybersecurity teams during incident response, vulnerability remediation, and endpoint security initiatives
→Participate in weekly paid on-call rotation

Requirements

~1 min read

Associate's degree in information technology or equivalent experience
2-4 years of experience in a help desk or technical support role
Advanced knowledge of Windows, macOS, Microsoft 365, networking fundamentals, endpoint security, and enterprise troubleshooting
Experience administering Microsoft Intune, Jamf, Autopilot, or comparable endpoint management platforms
Experience supporting Microsoft 365 applications, Microsoft Teams, and collaboration technologies
Proficiency in using and managing workflow through ITSM platforms such as Jira Service Management, ServiceNow, or ZenDesk
Strong communication, problem-solving, and organizational skills

Bachelor's degree in information technology or related field
Relevant technical certifications such as CompTIA A+, CompTIA Network+, Microsoft Endpoint Administrator Associate, ITIL Foundation v4, and Jamf certifications
Experience handling escalations and mentoring junior team members
Experience with automation using PowerShell
Familiarity with scripting or automation tools to streamline IT support processes
Familiarity with patch management and enterprise security compliance