IT Service Desk Analyst, Tier 2: Windows & 365 Expert

Clear Destination Inc.

Camden (NJ)

On-site

USD 41,000 - 45,000

Full time

2 days ago

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Job summary

Clear Destination Inc. seeks an experienced IT Service Desk Analyst Tier 2 to provide hands-on support across the organization from Camden, NJ. The role tackles complex hardware, software, access, networking, and Microsoft 365 issues with strong desktop support skills.

You will rotate through first-line tasks during a training period, maintain SLA-driven ticketing, and collaborate with IT to identify process improvements. Onsite work schedule is Mon-Fri 8am-5pm with rotating Saturdays.

Qualifications

3+ years of experience in desktop support or service desk roles.
Experience providing Tier 2/second-line technical support.
Strong Windows desktop and laptop troubleshooting experience.
Experience with Microsoft 365 and Office applications.
Experience with Active Directory, including users and groups.
Experience with Exchange mailbox administration.
Experience with Intune or other MDM platforms.
Proficient in basic network troubleshooting (TCP/IP, LAN/WAN).
Experience with IT service management or ticketing systems.
Strong problem-solving and communication skills.
Ability to work independently and in team.

Responsibilities

Provide Tier 2 technical support for hardware, software, networking, and telephony issues.
Troubleshoot issues requiring deeper technical investigation beyond first-line support.
Own tickets through resolution with timely updates and SLA adherence.
Diagnose Windows desktop/laptop issues related to hardware, OS, apps, and peripherals.
Image, configure, deploy, and maintain laptops/desktops.
Install/configure OS, security tools, and company configurations.
Support Microsoft 365 including mailbox admin and access.
Perform basic Microsoft Exchange administration like mailbox creation.
Create/manage users, groups, and permissions in Active Directory.
Troubleshoot mobile devices using Intel/Mobile Device Management.
Troubleshoot printers, shared drives, and file/print resources.
Support VoIP systems (Dialpad/3CX or equivalent).
Troubleshoot network connectivity (TCP/IP, LAN/WAN).
Escalate appropriately with clear technical context.
Maintain accurate ticket documentation and asset records.
Identify recurring issues and suggest service improvements.
Communicate clearly with non-technical employees.
Adhere to security procedures and report concerns.
Periodically visit EMR locations for service improvement.
Rotate into first-line support when needed.