The Tier 2 Desktop Technician provides world-class support and invigorating customer experiences. The Tier 2 Desktop Technician supports the IT Manager through helpdesk support at various levels but, primarily tier 1 and 2: support, working with non-technical end-users to obtain technical independence and ensure their ability to perform in a mission driven organization.

Duties and Responsibilities include but not limited to:

* Self-assign, Update, Status, Escalate, and Resolve incidents for self and team. Capture details of actions performed on all incidents through active listening and asking questions.
* (Ticket System Master) Follow up on un-resolved team member incidents for completion and close/merge these incidents.
* Create and deliver reports on help desk incidents, license assignment, Active/Disabled accounts, and metrics of interest.
* Update and maintain employee group memberships e.g., (O365 Groups, Distribution List Membership, Azure AD Single Sign on Groups, Microsoft Multifactor Authentication).
* Provision/Troubleshoot/Remediate/Deliver/Maintenance (computing hardware, software, employee accounts and workspaces) following operating procedures and checklists.

* Meet with new employees in person and virtually on respective first day of employment for onboarding and IT equipment/procedure acclimation.
* Provide reassurance to end users and team members when delivering solutions and diagnosing problems.
* Analyze historical ticket information to determine areas of focus to possibly automate the resolution.
* Support Cape Fox technical initiatives regardless of physical location, provide in person and remote support.