Technical Support Specialist

Business Knowledge Services; Rutland (VT); On-site; USD 54,000 - 78,000; Full time

Job summary

Business Knowledge Services seeks an experienced Tier II Technical Support specialist to provide advanced end-user support for Windows devices, Intune/MDM, and mobile platforms in Rutland, VT.

You will independently troubleshoot moderately complex hardware, software, and authentication issues, document incidents, and escalate security-related problems when needed, while guiding Tier I staff and ensuring user productivity.

Qualifications

• 2–4 years of Help Desk or Technical Support experience.
• Strong hands-on experience supporting Microsoft Windows desktops, laptops, peripherals, and connectivity.
• Experience with Microsoft Intune, MDM, and endpoint management.
• Experience with Apple iOS/iPadOS and Android devices in business environment.
• Familiarity with MFA troubleshooting; hardware keys is a plus.
• Excellent customer service, communication, and problem-solving.

Responsibilities

• Provide Tier II support for Windows desktops, laptops, applications, peripherals, printers, docking stations, and connectivity issues.
• Image, configure, deploy, refresh, and troubleshoot Windows endpoints, ensuring proper applications, drivers, security controls, and user configurations.
• Support Microsoft Intune/MDM, including device enrollment, compliance, configuration profiles, application deployment, resets, and troubleshooting.
• Configure and support Apple iPhones/iPads and Samsung/Android devices, including applications, email, authentication, security, and MDM enrollment.
• Troubleshoot MFA and authentication issues, manage device lifecycle activities, and support new-hire setups, replacements, upgrades, and equipment returns.
• Document and prioritize incidents, resolve issues independently, elevate complex or security‑related issues appropriately, and provide technical guidance to Tier I support

Skills

Customer service

Communication

Problem solving

Documentation

Independent troubleshooting

Tools

Microsoft Intune

MDM

Windows OS

Mobile device management

Security keys (YubiKey)

Job description

Provide advanced technical support to end users, independently troubleshooting and resolving moderately complex hardware, software, endpoint, and mobility issues. This role provides hands‑on support for Windows devices, Microsoft Intune/MDM, mobile devices, MFA, and related technologies while escalating complex issues when appropriate.

Responsibilities

• Provide Tier II technical support for Windows desktops, laptops, applications, peripherals, printers, docking stations, and connectivity issues
• Image, configure, deploy, refresh, and troubleshoot Windows endpoints, ensuring proper applications, drivers, security controls, and user configurations
• Support Microsoft Intune/MDM, including device enrollment, compliance, configuration profiles, application deployment, resets, and troubleshooting
• Configure and support Apple iPhones/iPads and Samsung/Android devices, including applications, email, authentication, security, and MDM enrollment
• Troubleshoot MFA and authentication issues, manage device lifecycle activities, and support new-hire setups, replacements, upgrades, and equipment returns
• Document and prioritize incidents, resolve issues independently, elevate complex or security‑related issues appropriately, and provide technical guidance to Tier I support

Requirements

• 2–4 years of progressive Help Desk or Technical Support experience with the ability to independently resolve moderately complex issues
• Strong hands‑on experience supporting Microsoft Windows desktops, laptops, hardware, software, peripherals, and connectivity
• Working knowledge of Microsoft Intune, MDM, endpoint management, device enrollment, compliance, and application deployment
• Experience supporting Apple iOS/iPadOS and Android mobile devices in a business environment
• Experience troubleshooting MFA and authentication issues; YubiKey or other hardware security-key experience is a plus
• Strong customer service, communication, documentation, prioritization, and problem‑solving skills