Tier 2 IT Support Engineer - M365 & IAM

TEKsystems; Chicago (IL); Hybrid; USD 3,444,000 - 4,133,000; Full time

Job summary

TEKsystems is seeking an IT Support Specialist for a contract-based role in Chicago, IL. The role provides advanced Tier 2 desktop and Microsoft 365 support, IAM provisioning, and endpoint management across Windows environments with strong collaboration across IT teams.

You will serve as an escalation point for Tier 1, manage IAM workflows (SSO, MFA, provisioning), and help maintain standardized configurations and knowledge resources to improve service delivery.

Qualifications

• Experience supporting and administering Microsoft 365, Active Directory, Azure Entra ID (Azure AD), Okta, Intune, JAMF, and Windows operating systems.
• Strong understanding of identity lifecycle management, endpoint management, and enterprise support operations.
• Experience working within ITIL-based service management environments.
• Ability to troubleshoot complex technical issues independently and drive issues to full resolution with minimal supervision.
• Experience with enterprise device deployment, modern endpoint management, and security/compliance best practices.

Responsibilities

• Provide Tier 2 support for escalated incidents requiring advanced technical troubleshooting and root cause analysis across desktop, application, network, and Microsoft 365 environments.
• Independently diagnose and resolve complex technical issues, leveraging elevated administrative access when required to deliver end-to-end issue resolution.
• Serve as an escalation point for Tier 1 support analysts, providing guidance, knowledge transfer, and technical expertise on challenging incidents.
• Administer and support Microsoft 365 services, including Exchange Online, Teams, OneDrive, SharePoint Online, licensing, and user account management.
• Support identity and access management (IAM) processes, including user provisioning and deprovisioning, role-based access assignments, group management, single sign-on (SSO), multifactor authentication (MFA), and access troubleshooting using Okta, Microsoft Entra ID (Azure AD), Active Directory, or similar IAM platforms.
• Administer and troubleshoot Active Directory, user permissions, authentication issues, group policies, and Windows operating system-related incidents.
• Manage the endpoint lifecycle, including device provisioning, deployment, configuration management, software distribution, compliance enforcement, and troubleshooting utilizing Microsoft Intune, Windows Autopilot, and JAMF.
• Support enterprise hardware and software deployments while maintaining standardized configuration baselines and security requirements.
• Own communication and coordination for incidents within scope, ensuring timely stakeholder updates and issue resolution.
• Participate in root cause analysis activities for recurring incidents and contribute to continuous service improvement initiatives.
• Contribute to the development and maintenance of knowledge base articles, support documentation, and operational procedures.
• Collaborate with IT teams to ensure consistent support standards, processes, and customer experience across regions.

Skills

Help Desk Support

Technical Troubleshooting

Active Directory

Microsoft 365 / Office 365

Desktop Support

Hardware Support

Windows 10/11

Customer Service

Job description

TEKsystems is seeking an IT Support Specialist for a contract-based role in Chicago, IL. The role provides advanced Tier 2 desktop and Microsoft 365 support, IAM provisioning, and endpoint management across Windows environments with strong collaboration across IT teams.

You will serve as an escalation point for Tier 1, manage IAM workflows (SSO, MFA, provisioning), and help maintain standardized configurations and knowledge resources to improve service delivery.