Help Desk Support Analyst (Tier 2)

Location: New York, NY 10036 (Midtown Manhattan) — On-site, 5 days per week Employment Type: W2 Hourly Contract Duration: 1 year, with strong potential for extension Dress Code: Business Professional Company: ioSENTRIX

About ioSENTRIX

ioSENTRIX is a cybersecurity and Penetration Testing as a Service (PTaaS) firm partnering with leading enterprises to secure their environments and support their day-to-day technology operations. We place skilled IT and security professionals on-site with our clients to deliver hands-on, high-touch support in business-critical environments.

About the Role

We are hiring an experienced Tier 2 Help Desk Support Analyst to provide white-glove, in-person desktop and end-user support at our client's Midtown Manhattan office. This is a highly visible role supporting a corporate user base that includes executives, knowledge workers, and visiting clients. You will be the face of IT — walking the floor, troubleshooting at the desk, and making sure meetings, laptops, and email "just work."

This is not a remote or hybrid role. You will be on-site five days per week in business professional attire, ready to respond to walk-ups, conference room emergencies, and hands-on hardware needs.

What You'll Do

• Provide Tier 2 desktop and end-user support for a Microsoft-centric corporate environment

• Triage, troubleshoot, and resolve incidents and service requests in person, by phone, and through the ticketing system

• Set up and deploy laptops for new hires using Microsoft Intune and Autopilot

• Troubleshoot Outlook, Exchange Online, and Microsoft 365 issues including mail flow, profiles, shared mailboxes, and permissions

• Investigate and resolve Entra ID (Azure AD) issues — sign-in failures, MFA, group membership, license assignment, and Conditional Access policy blocks

• Support Microsoft Intune device enrollment, compliance, application deployment, and policy troubleshooting

• Run basic PowerShell commands and scripts to perform user lookups, group management, and Exchange Online tasks

• Provide conference room AV support — Teams Rooms / Zoom Rooms, displays, video conferencing, and presentation troubleshooting in real time

• Diagnose and resolve printer issues including network printers, drivers, and queue management

• Image, configure, and deploy Windows 10/11 laptops and desktops

• Document fixes, build knowledge base articles, and maintain accurate ticket records

• Provide VIP and executive support with professionalism, calm under pressure, and clear communication

• Escalate to Tier 3, infrastructure, or security teams when appropriate, with clean handoff documentation

What We're Looking For

Required

• 3+ years of Tier 2 help desk / desktop support experience in a corporate environment

• English as a primary language, with excellent verbal and written communication skills

• Hands-on proficiency with Microsoft 365, Windows 10/11, and Microsoft Office / Outlook

• Working knowledge of Microsoft Entra ID (Azure AD) — user management, MFA, sign-in log analysis

• Demonstrated ability to troubleshoot Conditional Access policy blocks using Entra sign-in logs and the "What If" tool

• Practical experience with Microsoft Intune — device enrollment, Autopilot, policy deployment, and compliance troubleshooting

• Hands-on experience with Exchange Online — message trace, shared mailboxes, mailbox permissions, distribution lists

• PowerShell exposure — comfortable connecting to Exchange Online and Microsoft Graph, running cmdlets, and modifying simple scripts

• Experience supporting conference room AV equipment (Microsoft Teams Rooms, Zoom Rooms, Crestron, Logitech, or Poly)

• Network printer troubleshooting and driver management experience

• Comfortable working on-site in business professional attire, 5 days per week

• Proven ability to support executive and VIP users with patience, clarity, and discretion

• Eligible to work in the United States on a W2 basis

Nice to Have

• Microsoft certifications: MD-102 (Endpoint Administrator), MS-900, AZ-900, or equivalent

• Experience with ServiceNow, Jira Service Management, or similar ITSM platforms

• Familiarity with BitLocker recovery, Windows Hello for Business, and Hybrid Azure AD Join

• Exposure to mobile device management for iOS and Android via Intune

• Background in financial services, legal, or other white-collar enterprise environments

Why This Role

• Stable, long-term contract — 1 year with strong potential to extend

• Prime Midtown Manhattan location — convenient to all major commuter lines

• Hands-on Tier 2 work with modern Microsoft cloud stack (Entra, Intune, Exchange Online)

• High-visibility role supporting executives and decision-makers

• Be part of ioSENTRIX, a growing leader in cybersecurity services

Compensation

Competitive W2 hourly rate, commensurate with experience. Discussed during the prescreening conversation.

How to Apply

Submit your resume through Dover or the ioSENTRIX careers page. Qualified candidates will be contacted for a 30-minute technical prescreen covering Microsoft 365, Entra, Intune, Exchange, and on-site support scenarios.

ioSENTRIX is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.