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Helpdesk Tier 2 Technician
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DefendIT Services, Inc.
San Antonio, TX (In Person)
Full-Time
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Job Description
Helpdesk Tier 2 Technician DefendIT Services, Inc. San Antonio, TX Job Details 17 hours ago Qualifications Customer communication Customer support ticket management Ticketing system technical support Full Job Description We are seeking a knowledgeable and customer-focused professional to provide advanced technical support and resolve complex issues across a range of systems, applications, and devices. In this role, you will work closely with end users, internal teams, and escalations from Tier 1 support to ensure timely resolution, high service quality, and a positive support experience. Responsibilities Respond to escalated support requests and troubleshoot technical issues beyond basic Tier 1 support. Diagnose and resolve hardware, software, network, and account-related problems in a timely manner. Support end users with desktop, laptop, mobile device, printer, and peripheral issues. Document troubleshooting steps, resolutions, and case details accurately in the ticketing system. Identify recurring issues and collaborate with other teams to recommend long-term solutions. Assist with user provisioning, access requests, password resets, and basic system administration tasks. Escalate complex issues to appropriate technical teams when needed and follow through to resolution. Contribute to knowledge base articles, process improvements, and support documentation. Monitor support queues and ensure tickets are addressed within established service levels. Deliver clear, professional communication to users throughout the support process. Qualifications Previous experience in help desk, technical support, or desktop support in a Tier 2 or similar role. Strong troubleshooting skills with the ability to analyze and resolve technical issues independently. Experience supporting Windows and/or Mac operating systems, common productivity tools, and standard business applications. Familiarity with networking fundamentals such as TCP/IP, DNS, VPN, Wi-Fi, and remote connectivity. Experience using ticketing systems and documenting support interactions clearly and thoroughly. Excellent communication and customer service skills with a professional, patient approach. Ability to prioritize tasks, manage multiple tickets, and work effectively in a fast-paced environment. Strong attention to detail and a commitment to following established procedures and security practices. Preferred Qualifications Associate's degree or equivalent experience in information technology or a related field. Relevant certifications such as CompTIA A+, Network+, Microsoft, or similar credentials. Experience with Active Directory, Microsoft 365, endpoint management, or remote support tools. Exposure to ITIL-based support processes and service management best practices. What You Will Bring A proactive mindset and a commitment to delivering reliable support. The ability to balance technical problem-solving with a strong service-oriented approach. A collaborative attitude and willingness to work with cross-functional teams. The desire to learn new technologies and continuously improve support delivery. Why Join Us You will be part of a team that values responsiveness, teamwork, and continuous improvement. This position offers the opportunity to develop your technical expertise, support a diverse user base, and play an important role in keeping business operations running smoothly.