Help Desk II: Escalations & Endpoint Expert

AutoSavvy

United States

On-site

USD 55,000 - 85,000

Full time

8 days ago

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Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

HSA match

Teladoc

Pharmacy discounts

Employer paid Life Insurance

Employee Assistance Program

Pet Insurance

Gym discounts

Employee Vehicle Purchase Program

Volunteer PTO

Employer retirement matching

Extensive PTO

7 paid holidays

Job summary

AutoSavvy is seeking a Help Desk Tier II Technician to resolve escalated, higher‑complexity technology issues for employees and dealership locations. This role blends advanced desktop support with endpoint administration, identity, and store technology.

You will investigate root causes, mentor Tier 1 staff, and maintain procedures for a distributed retail environment. The ideal candidate has 2–5 years of progressive help desk or endpoint support experience, strong M365 and Entra ID skills, and a

Qualifications

2–5 years of progressive help desk or desktop support experience with escalated issues.
Working knowledge of Microsoft 365 administration, Entra ID or AD, Windows endpoints, and remote support.
Understanding of TCP/IP, DNS, DHCP, Wi‑Fi, VPN, VLAN concepts and problem isolation.
Ability to analyze incomplete information, use logs, and document resolutions clearly.
Experience with least‑privilege controls, change procedures, and security runbooks.

Responsibilities

Own escalated incidents involving endpoints, authentication, and dealership apps.
Troubleshoot using logs, telemetry, and device state to identify root causes.
Administer functions in M365, Entra ID, Intune, Cisco Duo, and other tools.
Document failure points and validated remediation steps.
Support store connectivity and infrastructure at the service layer; escalate as needed.
Mentor Tier 1 technicians and improve shared knowledge materials.
Coordinate with vendors for third‑party issues and new site deployments.
Handle onboarding, role changes, and access requests with least privilege.
Travel 5%–10% for deployments and incident response across locations.