IT Helpdesk Specialist (Tier 1 / Tier 2)

Oasis IAM; Florida; On-site; USD 52,000 - 78,000; Full time

Job summary

Oasis IAM seeks an experienced IT Helpdesk Specialist (Tier 1/2) to provide frontline and escalated support for U.S. employees across locations. You will manage accounts, devices, and standard business applications, ensuring quick, clear resolutions.

This hybrid-remote role requires solid Windows and Microsoft 365 expertise, strong end-user focus, and the ability to work across multiple sites under IT guidance.

Qualifications

• Proven Tier 1 and Tier 2 support experience in a helpdesk environment.
• Solid technical depth across Windows, Microsoft 365, endpoints, and networking.
• Strong service orientation in a multi-site environment.

Responsibilities

• Tier 1: be first contact for employee IT requests and document issues from intake to resolution.
• Tier 2: diagnose and resolve escalated hardware, software, and network issues beyond Tier 1.
• Manage user accounts, security groups, permissions, and access controls within Microsoft 365.
• Coordinate with vendors and track software licenses, renewals, and service levels.
• Create documentation and knowledge base; provide user training and guidance.

Skills

Windows OS

Microsoft 365

End-user support

Networking basics

Customer service

Tools

Microsoft 365 admin

VPN

Endpoint management tools

Ticketing system

Job description

Job Description

Job Description

IT Helpdesk Specialist (Tier 1 / Tier 2)

Job Summary

The IT Helpdesk Specialist (Tier 1 / Tier 2) provides frontline and escalated technical support for OASIS employees across the states we serve. This position brings responsive, in-house end-user support capabilities to the company, reducing reliance on outsourced vendor services and recurring technology spend.

This position works hand in hand with the IT Support Specialist and operates under that role's guidance and direction for day-to-day work assignments, ticket priorities, and technical standards. Hierarchically, the position reports to the VP/CFO for administrative and organizational matters. The IT Helpdesk Specialist serves as the first and second point of contact for day-to-day technology issues, from account and device setup through escalated hardware, software, and network troubleshooting. The role partners with and serves all departments across the company to keep employees productive, systems stable, and support requests resolved quickly and clearly.

This position is suited to an experienced help-desk professional with proven Tier 1 and Tier 2 support skills, solid technical depth across Windows, Microsoft 365, endpoints, and networking, and a strong service orientation in a multi-site environment. Applicant must live in the State of Florida for a hybrid-remote role, as projects may need in person assistance.

KEY RESPONSIBILITIES AND OBJECTIVES:

1. Tier 1 Technical Support (End-User Help Desk)

• Serve as the first point of contact for employee technology requests, responding promptly and tracking issues from intake through resolution.
• Resolve common end-user problems involving accounts, passwords, email, Microsoft 365, printing, mobile devices, and standard business applications.
• Set up, configure, and deploy laptops, desktops, monitors, phones, and peripherals for new hires and existing staff.
• Execute new-hire IT onboarding within Microsoft 365, including account setup, security group and distribution list membership, mailbox and device provisioning, and license assignment, in coordination with Human Resources.
• Execute employee-termination offboarding within Microsoft 365, including account deprovisioning, access and group removal, license reclamation, and mailbox or data handoff, in coordination with Human Resources.
• Provide clear, patient support to field and office employees across all locations, in person, by phone, and remotely.

2. Tier 2 Technical Support (Escalations and Infrastructure)

• Diagnose and resolve escalated hardware, software, network, and connectivity issues that cannot be closed at Tier 1.
• Troubleshoot Microsoft 365 administration, endpoint configuration, VPN, Wi-Fi, and basic network connectivity across office and field sites.
• Coordinate with internet, telecom, and managed-service providers to resolve outages and service problems quickly, and implement permanent fixes for recurring issues.
• Optimize the performance of end-user devices and standard business applications, identifying root causes rather than repeating temporary workarounds.

3. Access Administration and Security Support

• Manage user accounts, security groups, permissions, and access controls within Microsoft 365 under a least-privilege approach.
• Support periodic access reviews and role and permission standards, in coordination with Human Resources and the IT Support Specialist.
• Follow established security and configuration standards for endpoints, mobile devices, and user accounts, escalating security concerns immediately.

4. IT Vendor and Software Coordination

• Serve as the internal point of contact for software, hardware, and service vendors, managing tickets and holding providers accountable to service levels.
• Track software licenses, subscriptions, and renewals, flagging opportunities to consolidate cost or eliminate unused services.
• Support the transition away from outsourced IT support services, capturing knowledge and documentation from departing providers.

5. Training and Documentation

• Create and maintain clear documentation for IT procedures and common support resolutions so knowledge stays inside the company.
• Build a basic knowledge base and self-service resources that reduce repeat questions and speed up resolution.
• Provide training and guidance to business users on standard applications, devices, and technology tools.
• Maintain an accurate inventory of technology assets, licenses, and configurations, and report support volume, recurring issues, and system performance to the IT Support Specialist for co