Senior Help Desk & IT Support Specialist (Tier II / Tier III) Job Summary The Senior Help Desk & IT Support Specialist provides advanced Tier II and Tier III technical support for enterprise desktop, server, and messaging environments. This role serves as an escalation point for complex incidents, supports Active Directory and Microsoft 365 platforms, and ensures timely resolution of end-user issues in regulated and large-scale organizational settings. With extensive experience in help desk operations, escalation management, and documentation, this position plays a critical role in maintaining system reliability and user productivity. Key Responsibilities Provide Tier II and Tier III technical support for end users across enterprise environments Serve as escalation lead for complex incidents and unresolved help desk tickets Troubleshoot and resolve hardware, software, OS, and connectivity issues Support Windows desktops, laptops, mobile devices, and server environments Administer Active Directory user accounts, groups, permissions, and access controls Support and maintain Microsoft 365 and Exchange environments Manage incident, request, and escalation workflows in accordance with SLAs Provide remote and on-site technical support as required Create and maintain technical documentation, knowledge base articles, and procedures Train and mentor junior help desk and IT support staff Assist with help desk operations and workflow management Support printers, peripherals, applications, and network connectivity Required Skills & Technologies Tier II / Tier III Help Desk & IT Support Windows Desktop & Windows Server support Active Directory administration Microsoft 365 & Exchange Incident & Escalation Management Hardware & Software Troubleshooting Remote Support Tools Documentation & Knowledge Management Education Bachelor's Degree – Information Systems Management Master's Degree – English Literature & Foreign Languages Certifications Microsoft Certified Professional (MCP) Microsoft Certified Systems Administrator (MCSA) Microsoft Certified Systems Engineer (MCSE) VMware Certified Professional (VCP 5.5) IBM Tivoli Storage Manager – Advanced Administration Red Hat Linux Administration Experience Level 20+ years of experience providing enterprise-level IT support in large and regulated environments. #J-18808-Ljbffr Business Management Associates, Inc
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