Tier II Help Desk Analyst

About the role

The Tier II Help Desk Analyst provides advanced technical support and resolves escalated issues for staff and contractors. This position involves hands‑on troubleshooting, AV equipment support, and close collaboration with other IT teams to ensure timely problem resolution.

Key responsibilities

• Handle escalated support tickets from Tier 1 analysts.
• Provide desk‑side assistance for hardware and software problems.
• Troubleshoot and support AV equipment such as Poly, Cisco, and Crestron, including Zoom, Teams, and Webex rooms.
• Support cloud platforms (Microsoft Azure, AWS) and perform basic troubleshooting.
• Install, configure, and upgrade hardware and software.
• Assist with IMACD (Installs, Moves, Adds, Changes, Deletions) activities.
• Maintain accurate asset inventory and generate required reports.
• Support meetings and events with AV setup and live streaming.

Required profile

• 2+ years of IT support experience (4‑5 years preferred).
• High school diploma required; associate or bachelor’s degree in an IT‑related field preferred.
• Relevant certifications such as Microsoft, CompTIA A+®, Network+®, or HDI are a plus.

Required skills

• Advanced troubleshooting and problem‑solving.
• Experience with Service Desk ticketing systems.
• Proficiency in Windows, macOS (Jamf), Office 365, Exchange, and Outlook.
• Familiarity with cloud environments – Microsoft Azure and AWS.
• Hands‑on experience with AV equipment – Poly, Cisco, Crestron, Zoom, Teams, Webex.
• Knowledge of IMACD processes and asset inventory management.