Job Description

L2 Help Desk Administrator – Job Description

3+ months contract ;possibility to convert to fulltime

Onsite

Overview

The L2 Help Desk Administrator provides advanced technical support to end users and serves as the escalation point for complex issues that cannot be resolved by Tier 1 staff.

This role requires deeper troubleshooting capabilities across Windows/macOS, Microsoft 365, Intune, networking, and endpoint security tools such as CrowdStrike, Zscaler, and Tanium.

The L2 Administrator works closely with the IT Support Manager and Infrastructure teams to reduce recurring issues, document solutions, improve support processes, and contribute to endpoint automation and stability. This role plays a key part in delivering high-quality IT services to a 2,200-user environment.

Key Responsibilities

Advanced Technical Support & Escalations

 Serve as the primary escalation point for complex tickets from Tier 1 Help Desk staff.

 Diagnose and resolve advanced issues related to Windows 10/11, macOS, Microsoft 365, authentication, and network connectivity.

 Troubleshoot and support endpoint security tools including CrowdStrike, Zscaler,and Tanium.

 Assist with issues related to mobile devices, multi-factor authentication, and identity troubleshooting (Entra ID / Azure AD).

 Resolve hardware issues including imaging, Autopilot enrollment failures, drivers,and application compatibility.

Endpoint Management & Administration

 Support Intune/Endpoint Manager deployments, compliance policies, update rings, and Autopilot provisioning.

 Identify and remediate device compliance issues flagged by Intune, CrowdStrike,Zscaler, or Tanium.

 Maintain and enforce endpoint standards, configurations, and baseline policies.

 Assist in patching, software deployment, and update troubleshooting.

Ticketing System & Process Improvement

 Handle advanced tickets within Freshservice, ensuring thorough documentation and timely resolution.

 Identify repeat issues and work with the IT Support Manager to propose root-cause fixes or automation opportunities.

 Create and maintain high-quality knowledge base articles to support Tier 1 efficiency and reduce escalations.

 Participate in support process reviews and improvement initiatives.

User Support & Communication

 Communicate clearly with end users at all technical levels, providing guidance and training when appropriate.

 Assist in onboarding new employees, ensuring devices are deployed correctly through Autopilot and licensed appropriately.

 Support Microsoft 365 administration, including Teams, Exchange Online,SharePoint Online, and OneDrive troubleshooting.

Cross-Team Collaboration

 Work closely with Infrastructure and Security teams to remediate endpoint vulnerabilities, misconfigurations, and policy gaps.

 Provide feedback on endpoint performance, user impact, and areas for optimization.

 Assist in rollouts of new tools, features, or hardware refresh cycles.

Skills & Qualifications

 Associate’s or Bachelor’s degree in Information Technology, or equivalent experience.

 3–5+ years of IT support experience, including Tier 2 responsibilities.

 Strong expertise in Windows 10/11, M365, and basic networking concepts (DNS,DHCP, VPN, routing).

 Experience with Intune/Autopilot, device compliance, and software deployment.

 Hands-on troubleshooting of CrowdStrike, Zscaler, and Tanium endpoint controls.

 Proficiency with IT ticketing systems such as Freshservice (preferred), ServiceNow, or Jira.

 Strong communication, documentation, and customer service skills.

 Ability to independently troubleshoot complex issues and mentor Tier 1 staff.

Reporting & Collaboration

 Reports to: IT Support Manager

 Collaborates with: Tier 1 Help Desk, Infrastructure Engineering, Security, and

End User Platform Engineering

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