Tier II Support Technician (Shift Schedules: Day, Evening and Night)

StratasCorp Technologies; Hampton (VA); On-site; USD 60,000 - 75,000; Full time

Job summary

StratasCorp Technologies in Hampton, Virginia is seeking a Tier II Support Technician to provide first-line support for Microsoft 365, Windows 10/11, and Azure Entra ID. You will triage incidents, resolve common issues, fulfill service requests, and escalate complex problems while delivering a friendly user experience.

Responsibilities include frontline incident response, logging in ITSM, initial triage, onboarding new hires, and contributing to the knowledge base.

Qualifications

• 3–5 years in IT support/help desk or equivalent experience.
• Proficiency with Microsoft 365 apps and Windows troubleshooting.
• Experience with Azure AD/Entra ID basics (password resets, MFA, licenses).
• Basic networking concepts (DNS, DHCP, VPN).
• Strong customer service and clear documentation skills.

Responsibilities

• Provide frontline incident response for Microsoft 365 and Windows devices.
• Log interactions in ITSM, perform initial triage, and aim for first contact resolution.
• Escalate unresolved issues per SLA to Tier II/III when needed.
• Assist with onboarding and new hire setup, including accounts and devices.
• Maintain knowledge base with repeatable solutions and guides.

Skills

Customer service

Communication

Documentation

Time management

Prioritization

Education

Bachelor's degree in Computer Science / related field

Master's degree

PhD in a relevant field

Tools

Intune/Endpoint Manager

SCCM/ConfigMgr

PowerShell

Job description

We’re seeking a customer focused Tier II Support Technician to provide first line support for Microsoft technologies including Microsoft 365 (Exchange Online, Teams, SharePoint Online, OneDrive), Windows 10/11, Azure Active Directory/Entra ID, and standard productivity applications. You will triage incidents, resolve common issues, fulfill service requests, and elevate complex problems—delivering a consistent, friendly experience to end users.

Key Responsibilities

• Frontline Incident Response
• Answer support tickets and log all interactions in the ITSM system.
• Perform initial triage, categorize/severity score incidents, and attempt first contact resolution.
• Follow standard operating procedures (SOPs) and knowledge base articles.
• Microsoft 365 End User Support
• Assist with Outlook/Exchange Online (mailbox access, shared mailboxes, mail flow troubleshooting).
• Support Microsoft Teams (sign in issues, meetings, audio/video, device setup, basic governance).
• Help with SharePoint Online/OneDrive (sync issues, permissions requests, file recovery).
• Windows & Device Support
• Troubleshoot Windows 10/11 login, profile and application issues.
• Perform basic hardware diagnostics; support Intune managed devices (compliance checks, app installs, policy refresh).
• Accounts & Access
• Process basic account tasks in Azure AD/Entra ID (password resets, unlocks, conditional access checks).
• Provision standard access per role based access controls (RBAC) and approved workflows.
• Service Requests & Onboarding
• Fulfill routine requests (software installs, license assignments, distribution list changes).
• Support new hire setup (accounts, MFA enrollment, devices, and starter guidance).
• Knowledge & Documentation
• Maintain accurate ticket notes and user communications.
• Contribute to the knowledge base (KB) with clear, repeatable solutions and “how to” guides.
• Escalation & Collaboration
• Escalate unresolved issues to Tier II/III according to SLAs.
• Collaborate with systems administrators, network engineers, and security teams when required.

Job Requirements

• 3-5 years in an IT support/help desk role (or equivalent practical experience).
• Working knowledge of:
• Microsoft 365 apps (Outlook, Teams, SharePoint, OneDrive).
• Windows 10/11 troubleshooting and user profile fundamentals.
• Azure AD/Entra ID basics (password resets, MFA prompts, license assignments).
• Core networking concepts (DNS, DHCP, VPN) at a basic level.
• Microsoft 365 Admin portals (Exchange, Teams, SharePoint, Entra ID).
• Intune/Endpoint Manager; SCCM (as applicable).
• Ticketing/ITSM platform; remote support tools (Quick Assist, Remote Desktop, Teams).
• Endpoint security/AV (Defender for Endpoint or equivalent).
• Strong customer service, communication, and documentation skills.
• Clear verbal/written communication; ability to explain technical concepts simply.
• Time management and prioritization under SLA guidelines.
• Attention to detail; consistent documentation practices.
• A personal growth mindset—willingness to learn and improve.

Preferred Qualifications

• Experience with Intune (device compliance, app deployments) and SCCM/ConfigMgr basics.
• Familiarity with Exchange Online admin center and Teams admin center (read only or guided tasks).
• Scripting exposure (PowerShell) for repetitive tasks

Required At Hire

• Bachelors, Masters or Ph.D in Computer Science, Cybersecurity, Data Science, Information Systems, Information Technology, or Software Engineering from an accredited university.

One Or More Of The Following Certifications

• GIAC Foundational Cybersecurity Technologies (GFACT)
• GIAC Security Essentials (GSEC)
• CompTIA Security+
• SecurityX / CASP+ (SecurityX replaced CASP+)
• Cisco Certified Network Professional (CCNP) Security
• Certified Information Systems Auditor (CISA)
• Federal IT Security Professional-Operator (FITSP-O)
• Global Industrial Cyber Security Professional (GICSP)
• Systems Security Certified Practitioner (SSCP)

Certification Required Within 90 Days Of Hire

• Microsoft 365 Certified: Fundamentals (MS 900)

Shift Details

• Day, 8am-4pm
• Evening, 4pm-12am
• Night*, 12am-8am
• Night shift specifics: The Third Shift Support Specialist delivers responsive support to users operating across multiple geographic regions and time zones, ensuring continuity of service during non-business hours. The position documents incidents, service requests, troubleshooting activities, and resolutions within the organization's IT service management platform, while maintaining accurate records for knowledge sharing and operational continuity. The specialist communicates technical information clearly to both technical and non-technical users, provides guidance on system functionality and best practices, and facilitates the effective transition of unresolved issues to subsequent support tiers or business-hour teams. Through strong customer service and technical problem-solving skills, the specialist helps maintain a high level of user satisfaction and operational effectiveness across the enterprise.

We use E-Verify to confirm the identity and employment eligibility of all new hires.

The anticipated salary range for this role is $60,000 to $75,000 annually. The anticipated salary range for this position is provided in accordance with applicable pay transparency laws. The final starting salary will be determined based on a variety of job-related factors, including the selected candidate's qualifications, skills, relevant experience, education, certifications, and work location (where applicable), as well as internal equity and market considerations.