We are seeking a skilled and customer-focused Tier 2 Service Desk Specialist to join our dynamic IT support team. The ideal candidate will have strong technical expertise in Active Directory, Microsoft Azure, Office 365 (O365), and ServiceNow, as well as experience providing white glove support to C-level executives and high-profile users. This role requires a mix of technical proficiency and polished interpersonal communication skills to deliver exceptional service in a fast-paced environment.
Tier 2 Service Desk Specialist Responsibilities:
- Provide Tier 2 technical support for escalated incidents and service requests related to Windows environments, Active Directory, Azure AD, Office 365, and other core business applications
- Use ServiceNow for incident tracking, documentation, and change management
- Deliver white glove support for executive leadership and VIP users, ensuring timely and personalized service
- Troubleshoot and resolve issues related to user authentication, access permissions, mobile devices, conferencing tools, and endpoint performance
- Collaborate with Tier 1 and Tier 3 teams to ensure proper escalation and knowledge transfer
- Assist with onboarding/offboarding processes including account setup, access provisioning, and hardware configuration
- Contribute to documentation, FAQs, and internal knowledge base articles
- Monitor system performance and user feedback to identify areas for service improvement
Tier 2 Service Desk Specialist Requirements:
- 3–5 years of IT support experience in a Tier 2 or higher role
- Hands-on experience with:
- Active Directory (user/group management, GPOs)
- Azure AD (synchronization, identity management)
- Office 365 (Exchange Online, Teams, SharePoint)
- ServiceNow (incident, request, and change management modules)
- Proven experience providing VIP/Executive-level IT support with discretion and professionalism
- Strong troubleshooting skills for Windows 10/11, Microsoft 365 apps, and remote support tools
- Excellent written and verbal communication skills
- Ability to prioritize tasks and work under pressure with minimal supervision
- Relevant certifications (e.g., Microsoft Certified: Azure Fundamentals, M365 Certified: Modern Desktop Administrator Associate, ITIL v4)
- Experience supporting hybrid cloud environments
- Familiarity with SCCM, Intune, or similar endpoint management tools
If you are interested in this opportunity and meet the qualifications, please apply today!
Thank you,
India Spencer
Sr. Technical Recruiter
LaSalle Network
LaSalle Network is an Equal Opportunity Employer m/f/d/v.
LaSalle Network is the leading provider of direct hire and temporary staffing services. For over two decades, LaSalle has helped organizations hire faster and connect top talent with opportunities, from entry-level positions to the C-suite. With units specializing in Accounting and Finance, Administrative, Marketing, Technology, Supply chain, Healthcare Revenue Cycle, Call Center, Human Resources and Executive Search. LaSalle offers staffing and recruiting solutions to companies of all sizes and across all industries. LaSalle Network is the premier staffing and recruiting firm, earning over 100 culture, revenue and industry-based awards from major publications and having its company experts regularly contribute insights on retention strategies, hiring trends and hiring challenges, and more to national news outlets.
