Helpdesk Technician II

Tempo is seeking a knowledgeable and customer-focused Tier 2 Helpdesk Technician to join our IT team. In this role, you’ll provide advanced technical support to both local and remote Tempo Partners. You’ll work on troubleshooting hardware, software, and network-related issues while gaining exposure to IT projects and system administration tasks.

This position is ideal for someone with proven helpdesk experience who is ready to take the next step in their IT career. You’ll not only resolve complex issues but also mentor Tier 1 staff, contribute to IT process improvements, and continuously expand your technical expertise.

Reports to: IT Manager

What You’ll Do

• Resolve day-to-day tickets through our ticketing platform Jira.
• Act as the primary escalation point for Tier 1 staff, taking ownership of more advanced technical incidents.
• Troubleshoot and resolve issues with desktops, laptops, printers, and peripheral devices.
• Install, configure, and support hardware and software applications.
• Set up and support desk phones, mobile devices, and tablets.
• Diagnose and resolve network connectivity and infrastructure issues for local and remote users.
• Manage user accounts, groups, and email services in Active Directory and Microsoft 365.
• Manage and maintain devices through a Remote Management Tool.
• Support and maintain audio/visual (A/V) equipment for meetings, trainings, and conferences.
• Assist with backups, patching, and regular system maintenance.
• Document solutions and create knowledge base articles for recurring issues.
• Mentor Tier 1 team members by sharing troubleshooting techniques and best practices.
• Identify and recommend opportunities to improve IT support processes.
• Stay current on IT systems, products, and services to continually grow your skill set.

• Experience: 2–4 years in Helpdesk, Desktop Support, or a similar IT support role.
• Technical Skills:
  • Strong troubleshooting with Windows systems, Microsoft 365 suite, and common business apps.
  • Familiarity with networking concepts (DNS, DHCP, VPN, Wi-Fi).
  • Experience with Citrix DaaS, VMware, Meraki, Salesforce and endpoint management tools a plus.
  • Audio/Visual equipment support experience preferred but not required.
• Soft Skills:
  • Ability to explain technical solutions in simple, user-friendly language.
  • Strong problem-solving mindset with a focus on process improvement.
  • Team player with excellent communication and organizational skills.
  • Self-motivated, adaptable, and eager to learn new technologies.
• Physical Ability: Able to lift, transport, and install IT equipment (servers, printers, computers, peripherals).
• Willingness to learn, this role will allow you to gain System Administrator knowledge

Education & Certifications

• Associate degree in Computer Science, Information Technology, or related field preferred but not required.
• Industry certifications such as CompTIA A+, Network+, or Microsoft Fundamentals are a plus.

Culture

The following core values are to be followed and always reinforced.

• People First
• Partnerships over Transactions
• Decide Like an Owner
• Do The Right Thing

Tempo is committed to equal employment opportunity to all employees and applicants without regard to race, religion, color, gender identity, ethnicity, age, creed, sex, national origin, sexual orientation, disability status, veteran status, marital status or any other category protected by applicable law.