What are the responsibilities and job description for the Help Desk Engineer (Tier II) position at The Staff Pad?
The Staff Pad is excited to partner with a leading Oklahoma-based technology services provider to find a dedicated and skilled Help Desk Engineer (Tier 2). This organization is committed to equipping businesses with the technology and IT support they need to operate efficiently and securely. As a trusted partner, they provide comprehensive managed services and IT solutions that empower businesses to thrive in a fast-changing world.
Position Overview
The Help Desk Engineer will serve as Tier 2 technical support, assisting clients with workstation, server, network, and software-related issues. This role requires strong troubleshooting skills, customer service expertise, and hands-on experience with networking, firewalls, and system administration. The ideal candidate will have a background in Microsoft 365, Active Directory, Windows OS, and network security.
Key Responsibilities
Required Skills & Qualifications:
Position Overview
The Help Desk Engineer will serve as Tier 2 technical support, assisting clients with workstation, server, network, and software-related issues. This role requires strong troubleshooting skills, customer service expertise, and hands-on experience with networking, firewalls, and system administration. The ideal candidate will have a background in Microsoft 365, Active Directory, Windows OS, and network security.
Key Responsibilities
- Provide second-level support for workstations, servers, networks, and software-related issues.
- Configure, install, and troubleshoot IT equipment for business clients.
- Manage Active Directory users, Group Policy settings, and Microsoft 365 administration.
- Implement and manage firewall policies using Fortigate, Meraki, or Sophos.
- Perform network troubleshooting, including VLANs, ISPs, switches, and firewall filtering.
- Utilize advanced troubleshooting techniques to resolve complex IT issues.
- Maintain and update help desk documentation to improve efficiency.
- Meet and exceed customer expectations by ensuring high CSAT scores and SLA performance.
Required Skills & Qualifications:
- 3-5 years of technical support experience in a help desk or IT support role.
- Strong knowledge of Windows OS, Microsoft Office, and Mac operating systems.
- Experience with network troubleshooting, firewalls, ISP equipment, and VLANs.
- Proficiency in Active Directory management, Group Policy creation, and Microsoft 365 administration.
- Excellent communication skills with a customer-first mindset.
- Valid driver’s license with a good driving record.
- CompTIA A , Network , Server
- Microsoft 365 Certifications (MS-100, MS-101)
