We are looking for a Tier 2 Help Desk Analyst to join our dynamic IT team in Princeton, New Jersey. In this role, you will tackle escalated technical issues, perform in-depth troubleshooting, and contribute to maintaining our organization's core systems. This position is ideal for someone with a solid background in Windows, networking, and enterprise applications who thrives in a problem-solving environment.<br><br>Responsibilities:<br>• Address and resolve escalated technical issues involving hardware, software, networking, and cloud-based services.<br>• Provide advanced troubleshooting support for Windows systems, Microsoft 365 applications, and Active Directory accounts.<br>• Conduct detailed diagnostics on system, application, and network problems, escalating to Tier 3 or external vendors when necessary.<br>• Assist with system maintenance tasks, including patching, updates, user provisioning, and managing group policies.<br>• Support remote users by ensuring seamless connectivity to organizational networks, Wi-Fi, and collaboration tools.<br>• Document recurring issues and their solutions in the knowledge base to enhance future troubleshooting efforts.<br>• Offer guidance and mentorship to Tier 1 team members to foster skill development and service improvement.<br>• Manage endpoint security and configuration using tools such as Intune and other management platforms.

• 2–4 years of experience in IT support, with a focus on Tier 2 or advanced help desk responsibilities.<br>• Proficient in Windows desktop operating systems, Microsoft 365 applications, and Active Directory management.<br>• Strong understanding of networking fundamentals, including IP configurations and connectivity troubleshooting.<br>• Hands-on experience with remote support tools, ticketing systems, and endpoint management platforms like Intune.<br>• Exceptional problem-solving abilities paired with strong communication and customer service skills.<br>• Relevant certifications such as CompTIA A+, Network+, or Microsoft certifications are highly preferred.<br>• Ability to work collaboratively within a team while managing multiple priorities effectively.

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