Service Desk Support Specialist

Addison Group; Houston (TX); On-site; USD 37,000 - 42,000; Full time

Job summary

Addison Group is seeking a Service Desk Support Specialist in Houston to provide Tier 2 technical support across enterprise applications, end-user devices, and hybrid IT infrastructure. The role emphasizes strong troubleshooting, customer service, and hands-on experience with Microsoft 365 and Active Directory.

The ideal candidate will resolve issues efficiently, support VPN connectivity and MFA, and help with onboarding/offboarding while contributing to on-call coverage.

Qualifications

• 2–4 years of Tier 2 helpdesk, desktop support, or junior systems administration experience.
• Strong experience with Microsoft 365, Active Directory, and Windows environments.
• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, and VPN.
• Experience with ticketing systems and technical documentation.
• Strong communication, problem-solving, and customer service skills.
• Experience with Microsoft Entra ID, Azure, Intune, PowerShell, or systems administration is a plus.

Responsibilities

• Provide Tier 2 support for Windows desktops, laptops, mobile devices, and enterprise applications.
• Troubleshoot Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, and Exchange Online.
• Manage user accounts, security groups, permissions, and authentication issues within Active Directory and Microsoft Entra ID.
• Support VPN connectivity, MFA, remote access, and hybrid identity environments.
• Assist with Windows Server, Azure services, system updates, and infrastructure troubleshooting.
• Support employee onboarding, offboarding, and access management.
• Document technical issues, identify recurring problems, and participate in an on-call rotation.

Skills

Troubleshooting

Customer service

Problem solving

Communication

Tools

Microsoft 365

Active Directory

Windows

Microsoft Entra ID

Azure

Intune

PowerShell

VPN

Job description

Salary Range: $37,000-$42,000

We are seeking a Service Desk Support Specialist to provide Tier 2 technical support across enterprise applications, end-user devices, and hybrid IT infrastructure. The ideal candidate will have strong troubleshooting skills, hands-on experience with Microsoft 365 and Active Directory, and the ability to resolve technical issues while delivering excellent customer service.

Key Responsibilities:

• Provide Tier 2 support for Windows desktops, laptops, mobile devices, and enterprise applications.
• Troubleshoot Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, and Exchange Online.
• Manage user accounts, security groups, permissions, and authentication issues within Active Directory and Microsoft Entra ID.
• Support VPN connectivity, MFA, remote access, and hybrid identity environments.
• Assist with Windows Server, Azure services, system updates, and infrastructure troubleshooting.
• Support employee onboarding, offboarding, and access management.
• Document technical issues, identify recurring problems, and participate in an on-call rotation.

Qualifications:

• 2–4 years of Tier 2 helpdesk, desktop support, or junior systems administration experience.
• Strong experience with Microsoft 365, Active Directory, and Windows environments.
• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, and VPN.
• Experience with ticketing systems and technical documentation.
• Strong communication, problem-solving, and customer service skills.
• Experience with Microsoft Entra ID, Azure, Intune, PowerShell, or systems administration is a plus.