Tier 2 Help Desk Technician — Windows/macOS & AD/365 Expert

Jobtailor; Urbandale (IA); On-site; USD 60,000 - 75,000; Full time

Job summary

Jobtailor in Urbandale, IA is seeking a Tier 2 IT Support specialist to handle end-user hardware, software, and application issues, provide mentorship to Tier 1, and maintain Active Directory and Microsoft 365 environments.

The role covers configuring laptops and mobile devices, supporting AV and collaboration tools, creating knowledge bases, and driving process improvements in a fast-paced, customer-focused enterprise.

Qualifications

• 3–5 years of experience in a customer-facing IT support or help desk role.
• Experience supporting onsite and remote employees in a corporate or enterprise environment.
• Experience troubleshooting hardware, software, and application issues across diverse user populations.
• Experience with ticketing systems, remote support tools, and endpoint management solutions.
• Skilled in troubleshooting Windows and macOS operating systems in an enterprise environment.
• Skilled in supporting Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.
• Ability to diagnose and resolve hardware, software, and user issues independently.
• Ability to communicate technical concepts clearly to non-technical users.
• Knowledge of Active Directory and O365 management.
• Experience documenting technical processes and resolutions.
• Ability to prioritize and manage multiple issues in a fast-paced, customer-focused support environment.
• Bachelor’s degree in Computer Science, Information Systems, or a related field preferred, or equivalent practical experience.
• IT certifications such as CompTIA A+, Network+, Microsoft, or equivalent are preferred
• No required certifications

Responsibilities

• Provide Tier 2 support for end-user hardware, software, and application issues, including escalations from Tier 1
• Diagnose and resolve moderately complex to complex workstation, operating system, and peripheral issues
• Serve as a technical resource and mentor to the Tier 1 Support team
• Manage user accounts, permissions, and access within Active Directory and Microsoft 365
• Configure, deploy, and troubleshoot laptops, phones, printers, and mobile devices
• Support audio/video, conference room technology, and collaboration tools
• Create and maintain technical documentation, troubleshooting guides, and knowledge base articles
• Partner with end users, Tier 1 technicians, and senior IT teams to deliver reliable, high-quality support
• Contribute to process improvement and knowledge sharing

Skills

Tier 2 IT Support

Windows & macOS troubleshooting

Clear communication

Mentoring Tier 1

Prioritization

Customer-focused

Education

Bachelor’s degree in IT or related field

IT certifications (CompTIA A+/Network+/Microsoft)

Tools

Ticketing Systems

Remote Support Tools

Active Directory

Microsoft 365

Endpoint Management

Documentation tools

Job description

Jobtailor in Urbandale, IA is seeking a Tier 2 IT Support specialist to handle end-user hardware, software, and application issues, provide mentorship to Tier 1, and maintain Active Directory and Microsoft 365 environments.

The role covers configuring laptops and mobile devices, supporting AV and collaboration tools, creating knowledge bases, and driving process improvements in a fast-paced, customer-focused enterprise.