Desktop Support II

Beacon Hill; Brownsburg (IN); On-site; USD 60,000 - 85,000; Full time

Job summary

Beacon Hill in Brownsburg, Indiana is seeking an experienced Desktop Support II to provide tier 2 endpoint support for Windows devices and mobility applications. You will troubleshoot escalations from tier 1, support Microsoft 365 services, and assist with Intune/MDM management and Autopilot deployments.

The ideal candidate has strong customer service, Windows 10/11 expertise, and hands-on experience with ITSM tools. This role offers growth opportunities within a growing company.

Qualifications

• 5+ years of experience in IT Tier 2 desktop support.
• Experience with escalations and customer-facing troubleshooting.
• Strong Windows 10/11 skills.
• Experience with Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint in an end-user environment.
• Experience with Active Directory and Entra ID (Azure AD); MFA troubleshooting.

Responsibilities

• Support day-to-day endpoint, mobility, and productivity application operations with a strong customer service focus.
• Troubleshoot issues escalated from tier 1 and escalate more difficult issues to tier 3.
• Support Microsoft Intune for iOS/iPadOS and Windows devices; manage Autopilot deployments.
• Assist with software packaging, hardware refresh activities, and device provisioning workflows.
• Assist with ITSM tooling and maintain clear documentation and knowledge base articles.

Skills

IT Tier 2 support

Escalations handling

Windows 10/11

Microsoft 365 support

AD / Entra ID

Hybrid identity

Networking fundamentals

Hardware peripherals

ITSM tools

Customer service focus

PowerShell scripting

Intune / MDM

Windows Autopilot

Job description

Desktop Support II (1461532-JAV) Brownsburg, Indiana

This is an opportunity for an experienced tier 2 desktop support professional who is looking for a home where they can grow in their career. This desktop support specialist will support day-to-day endpoint, mobility, and productivity application operations with a strong customer service focus. This person will be responsible for supporting Microsoft Intune for iOS/iPadOS and Windows devices, Windows Autopilot deployments, software packaging, hardware refresh activities, Microsoft 365 application support, and cellular service coordination. This person will troubleshoot issues escalated from tier 1 and elevate more difficult issues to tier 3. If you have strong tier 2 desktop support knowledge and are desiring to grow in the IT career field for a growing company, this is a great opportunity for you.

Required Skills:

• Must have 5+ years of experience in IT Tier 2 desktop support
• Must have experience with escalations and customer-facing troubleshooting
• Must have strong Windows 10/11 skills
• Must have experience supporting Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint in an end-user environment
• Must have experience with Active Director identity and access experience on prem and and Entra ID (Azure AD), group membership management, and MFA troubleshooting
• Experience with Entra/AD hybrid identity and hybrid-joined devices is desired
• Must have experience with supporting networking fundamentals including TCP/IP, DNS basics, and VPN/Wi-Fi troubleshooting
• Must have hands-on support for hardware and peripherals (imaging/deployment, docks, monitors, printers/scanners) and routine BIOS/firmware updates
• Must have experience with ITSM tools (ServiceNow, Jira, Freshservice, etc.) with strong documentation habits including creating knowledge base articles and support documentation
• Must have excellent organizational skills, attention to detail, and clear written/verbal communication
• Must have a strong focus on customer service
• Experience with Powershell scripting or other scripting for automation is ideal
• Experience with Windows Autopilot and device provisioning workflows is ideal
• Experience with Intune/MDM troubleshooting is ideal
• Experience with ServiceNow including ITSM, knowledge, and/or asset management is desired
• Experience supporting hardware refresh projects is ideal
• Experience supporting cellular and mobile plans is ideal