Service Desk Engineer II

Own Tier 2 escalations: diagnose and resolve issues beyond the scope of Tier 1 support, including hardware, software, and connectivity problems

Administer Microsoft Intune device policies, compliance profiles, and application deployment across Windows and macOS endpoints

Manage Entra ID (Azure AD): conditional access, group and role management, and user lifecycle administration

Assist with the onboarding/offboarding process end-to-end: access revocation, data retention, and device recovery

Support contractor provisioning and periodic access reviews

Coordinate with hardware/software vendors on escalated break/fix issues, including RMA management

Manage IT asset tracking and inventory audits

Maintain and improve support documentation and knowledge base articles

Partner with the IT Service Desk Manager on projects to improve helpdesk efficiency, tooling, and customer satisfaction

Mentor and provide guidance to Service Desk Engineer I teammates

3+ years of experience in IT help desk or desktop support, ideally including some project experience

Hands-on administration experience with Microsoft 365, Entra ID (Azure AD), and Intune

Comfortable supporting both Windows and macOS environments, Linux a plus

Demonstrated ability to work independently and exercise judgment on when to escalate further

Strong written and verbal communication skills; able to explain technical issues clearly to non-technical stakeholders

Ability to prioritize across multiple concurrent requests in a fast-paced, startup environment

Eagerness to take ownership of processes and improve them without waiting to be asked

Ability to lift/move IT equipment (up to ~40 lbs) and work on-site daily