Senior IT Help Desk Analyst

Tech24; Greenville (SC); Hybrid; USD 58,000 - 67,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) with company match

Paid time off and holidays

EAP - confidential counseling

Job summary

Tech24 is seeking a Senior IT Help Desk Analyst (Tier 2) to provide hands-on support for on-site and remote employees within a Microsoft ecosystem. You’ll serve as the primary escalation point for Tier 1 issues and bridge between help desk staff and infrastructure/security teams.

Ideal candidates have 3–5 years in IT support with Tier 2 experience, strong Windows and network fundamentals, and familiarity with Entra ID, Azure, and ITSM tools like Freshservice.

Qualifications

• 3–5 years in IT support with Tier 2 escalation experience.
• Strong Windows operating systems and Office 365 knowledge.
• Foundational networking concepts (IP, DNS, subnets).
• Hands-on with Entra ID and Azure, plus ITSM platforms.
• Effective communication and ability to work independently.

Responsibilities

• Provide Tier 1 and Tier 2 IT support on-site and remote.
• Escalate complex issues to senior infrastructure and security staff.
• Respond to tickets within 1–2 hours with clear updates.
• Troubleshoot Entra ID, Azure, and on‑prem domain configurations.
• Enforce cybersecurity practices including MFA and access policies.
• Maintain documentation of incidents, resolutions, and configs.
• Carefully monitor RMM alerts and respond accordingly.
• Participate in rotating on-call including some nights/weekends.
• Adhere to company policies and procedures.

Skills

Tier 2 escalation

Windows OS

Networking basics

Microsoft Entra ID

Azure environments

Office 365

Communication skills

Independent work

Education

CompTIA Network+ certification

Tools

Freshservice

Job description

At Tech24, We Invest In Our People So They Can Focus On Doing Great Work. When You Join Our IT Team, Here Is What You Can Expect

• Work with a sharp, collaborative IT team that trusts you to get the job done
• Fully equipped for success, company computer and equipment provided
• Work-Life Balance, generous paid time off and paid holidays
• Comprehensive Benefits, medical, dental, vision, and short-term disability (effective 1st of the month following your hire date)
• Retirement Planning, 401(k) with company match and immediate vesting
• Employee Assistance Program (EAP), free, confidential counseling and support for you and your family, including financial and legal resources
• Room to grow, Tech24 is a rapidly expanding organization with increasing IT complexity and opportunity
• Hourly Rate: $28 to $32 an hour

The Senior IT Help Desk Analyst (Tier 2)

is a critical hands-on role within the Tech24 IT team, responsible for providing both Tier 1 and Tier 2 support to all employees on-site and remote across a broad Microsoft ecosystem. This person serves as the primary escalation point for Tier 1 staff and acts as a bridge between front-line help desk support and senior IT infrastructure and security staff. The right candidate is technically sharp, communicative, self-sufficient, and takes initiative to solve problems before they become escalations.

Key Responsibilities

• Provide Tier 1 and Tier 2 IT support for all employees on-site and remote across Microsoft business applications including Office 365, Teams, OneDrive, and related tools
• Serve as the primary escalation point for Tier 1 staff on complex or unresolved issues including WAN and LAN connectivity, routers, firewalls, and security
• Respond to assigned support tickets within 1 to 2 hours and maintain clear, consistent communication with end users on ticket status and resolution progress
• Serve as first line troubleshooting support for Microsoft Entra ID, Azure environments, and on-premise domain configurations including user and device management, conditional access policies, and Azure Virtual Desktop
• Apply cybersecurity fundamentals including triaging endpoint protection alerts, enforcing MFA and conditional access policies, and following incident response and escalation procedures
• Maintain working knowledge of all line-of-business applications and their role in daily operations
• Monitor remote monitoring and management (RMM) system alerts and respond accordingly
• Participate in a rotating on-call schedule with some night and weekend availability required during system upgrades
• Maintain accurate documentation of all incidents, resolutions, and system configurations
• Proactively identify and resolve issues before they require escalation to senior IT staff
• Adhere to all company policies and procedures

Qualifications

• 3 to 5 years of experience in an IT support or help desk role with demonstrated Tier 2 escalation experience
• Advanced understanding of Windows operating systems, printing systems, and Microsoft 365 ecosystem
• Strong foundational networking knowledge including IP addressing, DNS, subnets, and basic routing concepts
• Hands-on experience with Microsoft Entra ID, Azure, and Freshservice or equivalent ITSM platforms
• Proficient in hardware and software troubleshooting including virus and malware removal
• Strong communication skills and emotional intelligence, stays calm and professional when users are frustrated
• Self-motivated and able to work independently in a fast-paced environment
• Ability to lift up to 50 lbs and reliable transportation required
• CompTIA Network+ certification or equivalent is a plus
• Experience supporting multi-site or distributed workforce environments is a plus

Competencies

• Strong character, builds and sustains trust, holds self and colleagues accountable
• Initiative, acts, seeks new opportunities, and sees problems through to resolution
• Results driven, persistent and tenacious with a clear vision for getting things done
• Adaptability, open to new ideas and able to shift priorities when the business needs it
• Fosters a team approach, no lone wolf mentality, collaboration is expected
• Sound judgment, leverages decision frameworks and exercises good judgment under pressureIntegrity, impeccable professional standards in all situations

Tech24 is an Equal Opportunity and Affiliated Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age, or any other federally protected class.

For more information about Tech24 and our career opportunities visit mytech24.com/careers