Tier II IT Support Specialist - Hands-On & Growth-Driven

Brio Water; California, Northern (MO, KY); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Brio Water is seeking an IT Help Desk Technician to join our team in the United States. This hands-on role delivers day-to-day IT support, troubleshoots hardware and software issues, and assists with IT systems deployment and maintenance.

You will support end users across Windows environments, manage user accounts, and log requests in our ticketing system. The ideal candidate combines strong customer service with technical acumen and a drive to grow within a reliable IT operation.

Qualifications

• 5+ years of IT support or help desk experience.
• Strong troubleshooting for Windows environments.
• Experience with IT ticketing systems.
• Familiarity with Active Directory, Microsoft 365, and endpoint management.
• Networking fundamentals knowledge.
• Certifications are a plus but not required.

Responsibilities

• Provide Tier 1 and Tier 2 support across hardware, software, and business applications.
• Troubleshoot desktops, laptops, printers, and mobile devices.
• Manage user accounts, access, and permissions in Active Directory and Microsoft 365.
• Log, track, and update support requests in the IT ticketing system, ensuring timely resolution.
• Escalate complex issues to senior IT staff when appropriate.
• Assist with system rollouts, application deployments, upgrades, and patches.
• Support onboarding and offboarding activities, including hardware setup and system access.
• Follow defined IT support processes, SLAs, and service standards.
• Maintain IT asset inventory and assist with equipment lifecycle management.
• Provide clear, professional communication to end users throughout the support process.
• Contribute to knowledge base articles and technical documentation.

Skills

End-user support

Windows troubleshooting

Customer service

Prioritization

Tools

Jira Service Management

Freshservice

Zendesk

ServiceNow

Microsoft 365 admin

Job description

Brio Water is seeking an IT Help Desk Technician to join our team in the United States. This hands-on role delivers day-to-day IT support, troubleshoots hardware and software issues, and assists with IT systems deployment and maintenance.

You will support end users across Windows environments, manage user accounts, and log requests in our ticketing system. The ideal candidate combines strong customer service with technical acumen and a drive to grow within a reliable IT operation.