End User Support II

The End User Support Analyst - Level II is responsible for providing advanced end-user support across corporate and retail environments, serving as the escalation point for Level 1 technicians. This role focuses on resolving more complex Windows and Microsoft 365 issues, delivering consistent incident resolution, and supporting endpoint security and device compliance through Microsoft Intune.

This position performs deeper troubleshooting, supports standard device deployments, assists with root cause analysis, and contributes to improving support processes, documentation, and user experience. The Level 2 technician is expected to work independently on moderate-to-complex issues, coordinate with infrastructure and security teams, and mentor Level 1 technicians as needed.

DUTIES AND RESPONSIBILITIES:

• Provide Tier 2 support for Windows-related incidents and service requests, acting as an escalation point for Level 1 tickets.
• Troubleshoot and resolve advanced endpoint issues including performance degradation, application failures, profile corruption, persistent login issues, and device update failures.
• Support Microsoft 365 troubleshooting including Outlook connectivity/profile issues, Teams performance issues, OneDrive sync problems, and access troubleshooting (as assigned).
• Perform intermediate user and access support including permissions troubleshooting, group membership validation, and account-related issue resolution using documented procedures.
• Provide stronger ownership of endpoint lifecycle support including device replacement, device recovery, re-enrollment, and ensuring devices are operational and compliant.
• Support Microsoft Intune administration and troubleshooting such as:
• Troubleshooting Intune enrollment and compliance failures
• Validating configuration profiles, compliance policies, and device restrictions
• Supporting application deployment troubleshooting and remediation
• Initiating remote actions (sync, restart, wipe, retire) per IT standards
• Supporting Windows Update policies and patch compliance reporting (as assigned)
• Assist with endpoint security basics including MFA/user login troubleshooting, device compliance enforcement support, and escalation of security-related issues when needed.
• Document resolutions clearly and contribute to knowledge articles, SOP improvements, and standard troubleshooting playbooks.
• Track recurring issues and escalate trends to leadership with recommended improvements (hardware standards, configuration updates, policy adjustments).
• Support after-hours maintenance, deployments, and escalations as assigned.
• Provide guidance and mentorship to Level 1 technicians to improve consistency, troubleshooting quality, and customer experience.

POSITION QUALIFICATIONS:

• Strong working knowledge of Windows 10/11 support and troubleshooting, including advanced diagnostics and repair techniques.
• Intermediate understanding of Active Directory concepts (users, groups, password resets, access troubleshooting).
• Solid experience supporting Microsoft 365 applications including Outlook, Teams, and OneDrive.
• Hands-on experience with Microsoft Intune for device compliance, configuration, policy validation, and application deployment support.
• Ability to independently manage escalated tickets, troubleshoot methodically, and communicate technical issues clearly to end users and stakeholders.
• Strong documentation skills, including ticket updates, knowledge base writing, and SOP/process improvements.
• Professional communication skills and ability to work effectively in a multi-site environment with competing priorities.

EDUCATION AND/OR EXPERIENCE:

• Associate or Bachelor's degree in Information Technology, Computer Science, or a related field preferred (or equivalent hands-on experience).
• 3-5 years of experience in End User Support, Desktop Support, or Helpdesk, including escalation-level troubleshooting responsibilities.
• Demonstrated experience supporting a Windows enterprise environment including Microsoft 365 and device deployment activities.
• Hands-on Microsoft Intune experience supporting device enrollment, compliance troubleshooting, policy application, and application deployment support.
• Certifications preferred (two or more): CompTIA A+ / Network+, Microsoft Fundamentals (AZ-900, MS-900), and/or MD-102 (Endpoint Administrator).

PHYSICAL REQUIREMENTS:

• Ability to sit and work at a computer for extended periods.
• Ability to lift and carry up to 40 lbs (equipment, peripherals, accessories).
• Ability to bend, crouch, and work under desks or in small closets when required.

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