Help Desk Support II

Job Description

Role Summary

The Level 2 Help Desk Technician is the frontline and escalation point for all day-to-day IT support at Concordia Wireless. With no Level 1 beneath this role, you’ll handle the full spectrum of inbound requests while also owning key IT processes including user lifecycle management, Microsoft 365 administration, endpoint security monitoring, and asset management. This role is well-suited to a technician who is ready to operate independently and grow into a broader IT role.

Key Responsibilities

End-User Support & Ticketing

• Handle all inbound support requests as the sole frontline technician, triaging and resolving issues at L1 and L2 levels or escalating to the IT Team Lead when appropriate
• Diagnose and resolve issues across Windows 11 endpoints, printers, VPN (OpenVPN), and business applications
• Manage and prioritize the IT service queue using Freshservice, ensuring SLA adherence and clear documentation
• Provide clear, professional communication to end users throughout the ticket lifecycle
• Identify recurring issues and escalate patterns or systemic problems to the IT Team Lead
  

Microsoft 365 & Cloud Administration

• Administer Microsoft 365 environments including Exchange Online, Teams, SharePoint, and OneDrive
• Manage user accounts, licensing assignments, distribution groups, and shared mailboxes in M365 Admin Center
• Support Microsoft Intune for device management, policy enforcement, and Autopilot enrollment
• Assist with conditional access, MFA configuration, and Entra ID (Azure AD) account management
• Monitor Microsoft 365 service health and respond to platform-related incidents
  

Onboarding & Offboarding

• Execute end-to-end user onboarding: account provisioning in Active Directory and M365, device imaging and deployment, application access setup, and equipment configuration
• Process offboarding tasks including account disablement, license reclamation, data retention, and hardware retrieval
• Maintain onboarding/offboarding checklists and ensure consistent, documented processes
• Coordinate with HR and department managers to ensure timely and accurate access provisioning
• Support Windows Autopilot and Intune-based device deployment for new hires

Are you interested in this position?

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