Tier 2 Operational Support

Job Title

This position provides Tier 2 technical support in a hybrid remote environment, supporting a wide range of end users across distributed offices while ensuring adherence to established IT processes and security standards. The role focuses on troubleshooting, system configuration, deployments, and account administration, requiring independent decision-making and strong customer service skills.

Duties

• Provide Tier 2 technical support for desktops, laptops, printers, scanners, and software applications
• Diagnose, document, and troubleshoot hardware and software issues using remote tools and technologies
• Utilize tools such as SCCM Remote Tools, PRTG, Remote Desktop, Active Directory, and PowerShell for issue resolution
• Perform imaging, configuration, installation, and deployment of end-user equipment
• Support desktop data migrations, equipment moves, and printer troubleshooting and repairs
• Assist with setup of new equipment and decommissioning/surplus of outdated hardware
• Manage user and system accounts, including groups, mailboxes, resource accounts, and distribution lists
• Administer server folder permissions and shared access
• Follow established support processes, standards, and service management workflows (e.g., ServiceNow)
• Ensure compliance with organizational security policies and coordinate implementation of security initiatives
• Research and evaluate IT tools, policies, and security measures, providing recommendations as needed
• Independently prioritize and manage workload, balancing incidents, service requests, and project tasks
• Provide user guidance and maintain a high level of customer service in direct end-user interactions

Required Skills

• Experience with SCCM deployment processes and configurations
• Experience managing server folder permissions and shared access

Preferred Skills

• 2+ years of experience supporting Commonwealth of PA customers