Tier 2 Desktop Support Technician

The Tier 2 Technician will resolve escalated technical issues, support Active Directory and business applications, assist with workstation imaging and Windows upgrades, and help the team reduce a significant ticket backlog. The successful candidate will be someone who enjoys working as part of a tight-knit team while taking ownership of technical problems and delivering excellent service to end users.

Tier 2 Desktop Support Technician

Position Type: 6-Month Contract
Schedule: Full-time, 40 hours/week
Location: Onsite
Position Overview
We are seeking an experienced Tier 2 Desktop Support Technician to join our IT team and provide advanced, hands-on technical support across both office and production environments.

This position is ideal for a desktop support professional who can step into a busy environment, work independently, and quickly become productive. The Tier 2 Technician will resolve escalated technical issues, support Active Directory and business applications, assist with workstation imaging and Windows upgrades, and help the team reduce a significant ticket backlog.

While this position serves as a technical escalation point for Tier 1 support, it remains highly customer-facing. The successful candidate will combine strong technical troubleshooting skills with excellent customer service and communication.
Key Responsibilities

• Provide Tier 2 desktop support across approximately 300–350 workstations.
• Serve as a technical escalation point for Tier 1 support.
• Troubleshoot and resolve complex hardware, software, Windows, Microsoft 365, connectivity, and application issues.
• Perform Active Directory administration, including user accounts, permissions, access, and troubleshooting.
• Image, configure, deploy, and troubleshoot Windows 10 and Windows 11 workstations.
• Assist with the organization's ongoing Windows 10 to Windows 11 migration.
• Troubleshoot application installation, configuration, and end-user application issues.
• Support the organization's ERP system and other business applications by following technical documentation and independently researching and resolving issues.
• Troubleshoot unfamiliar technical problems and determine appropriate solutions with limited direction.
• Provide hands-on support for production-floor workstations, equipment interfaces, and other technology.
• Work independently through the ticket queue and help reduce the team's existing backlog.
• Identify recurring technical issues and contribute to process and system improvements.
• Collaborate with systems administrators, network engineers, application developers, database teams, and other IT personnel as needed.
• Maintain accurate documentation and ticket updates in Freshservice.
• Participate in an on-call rotation and occasional Saturday coverage as needed.

Qualifications

• 3+ years of experience in desktop support, help desk, technical support, or a related IT environment.
• Strong experience troubleshooting Windows workstations and Microsoft 365.
• Solid Active Directory and user administration experience.
• Experience imaging, configuring, deploying, or upgrading Windows workstations.
• Strong hardware and peripheral troubleshooting skills.
• Experience troubleshooting Wi-Fi, VPN, connectivity, and other desktop networking issues.
• Experience troubleshooting and installing business applications.
• Ability to research and resolve unfamiliar technical issues independently.
• Strong analytical and problem-solving skills.
• Excellent customer service and communication skills.
• Ability to manage competing priorities in a high-volume support environment.
• IT degree, technical certification, or equivalent professional experience preferred.
• Experience with ERP systems, custom applications, or enterprise software is a plus.
• Manufacturing, agriculture, food production, or other industrial experience is highly preferred.
• Spanish/English bilingual skills are a plus.

Work Environment
This is a true hands-on desktop support role and is not limited to a traditional office or help desk environment. The position will regularly travel throughout the facility to provide in-person support to employees on the production floor.

The production floor is the heart of the operation, and candidates must be comfortable working in an active meat-processing/manufacturing environment. The position may involve exposure to cold and hot temperatures, strong odors, grease, and other conditions associated with a meat-processing facility.

The IT team operates in a highly collaborative environment with a strong sense of teamwork, loyalty, and mutual support. The successful candidate will be someone who enjoys working as part of a tight-knit team while taking ownership of technical problems and delivering excellent service to end users.