Tier II Help Desk Technician - Onsite IT Support

BCS365; Stamford (CT); On-site; USD 41,328 - 50,971; Full time

Benefits offered by this job

Health, Dental, Vision

401k Plan

Paid Time Off

Life/AD&D

Job summary

BCS365 is seeking a Technical Support Analyst, Tier II in Stamford, CT to handle second level support for the Managed Services team. You will respond to service requests, troubleshoot, and update cases across desktops, collaboration tools, cloud apps, and AD services.

Responsibilities include ticket creation, self-assigning, escalation when needed, and documenting solutions in the ITS knowledge base. On-site work is required, with regular business hours.

Qualifications

• Bachelor’s degree in computer science or a related field.
• Minimum 4 years of IT experience.
• Experience supporting MSP or external clients.
• Proficient with O365 Admin, Azure AD, and On-Prem AD.
• Familiar with Group Policy and Conditional Access.
• Experience with ServiceNow and Automate RMM.
• Strong knowledge of Windows 10+ and macOS.
• Relevant certifications: CompTIA A+, Network+, MCP, MS 900, AZ 900.
• Preferred: MS-102, AZ-104, CCNA.
• Valid driver's license.

Responsibilities

• Provide IT support for desktop issues on Windows and macOS.
• Be the first point of contact for service requests.
• On-call phone support when not active on a case.
• Create and manage cases in the ticketing system; obtain info and resolve or route.
• Self-assign and escalate cases per procedures.
• Enter time and updates in the ticketing system as work progresses.
• Document technical solutions and update knowledge base.
• On-site support at client locations as needed.

Skills

O365 Admin/Azure

On-Prem AD

Group Policy

Conditional Access

ServiceNow

Automate RMM

Windows & Mac OS

Networking basics

Education

Bachelor’s degree in computer science or related field

Tools

Intune

Job description

BCS365 is seeking a Technical Support Analyst, Tier II in Stamford, CT to handle second level support for the Managed Services team. You will respond to service requests, troubleshoot, and update cases across desktops, collaboration tools, cloud apps, and AD services.

Responsibilities include ticket creation, self-assigning, escalation when needed, and documenting solutions in the ITS knowledge base. On-site work is required, with regular business hours.