Level 2 Help Desk Support Specialist

Job Details: Job Location: Tampa Corporate - TAMPA, FL, Position Type: Full Time, Salary Range: Undisclosed, DDS is looking for a Level 2 Help Desk Support Specialist to be a front-line problem solver for our team. You'll handle escalated support tickets, keep our users productive, and help maintain the network infrastructure that keeps our lab running. This is a hands-on role for someone who takes ownership of issues from first call to resolution and treats every user interaction as a chance to deliver great service.  Our infrastructure runs on Microsoft Azure. Azure experience is recommended but not required — we provide on-the-job training for the right candidate. The essentials for this role are strong customer service skills, proven help desk experience, and hands-on networking knowledge.  Responsibilities/Duties/Functions/Tasks: Serve as the escalation point for Level 1 tickets, owning issues through to resolution and communicating clearly with users at every step  Provide day-to-day desktop, application, and account support (Windows, Microsoft 365, Entra ID / Active Directory, printers, peripherals)  Administer, monitor, and troubleshoot our Cisco Meraki network stack — switches, wireless access points, and security appliances — including VLANs, wireless issues, and site connectivity  Support users on our Azure-hosted systems, including Azure Virtual Desktop sessions, with training provided  Image, deploy, and maintain workstations and manage hardware inventory and asset lifecycle  Document fixes, build knowledge-base articles, and improve runbooks so recurring issues get faster to solve  Identify recurring problems and escalate trends to IT leadership with recommendations  Assist with IT projects such as office moves, network upgrades, and new-system rollouts Qualifications: 3+ years of help desk / IT support experience, with at least 1 year at a Level 2 (escalation) tier  Excellent customer service skills — patient, clear communicator who can translate technical issues into plain language and keep users informed  Strong networking knowledge, with hands-on Cisco Meraki experience (dashboard administration, switches, wireless APs, security appliances)  Solid understanding of core networking concepts: TCP/IP, DNS, DHCP, VLANs, VPN, and Wi-Fi troubleshooting  Proficiency supporting Windows 10/11, Microsoft 365, and user/account administration  Experience with a ticketing system and a disciplined approach to documentation and follow-up  Preferred Qualifications and Experience: Experience with Microsoft Azure (Azure Virtual Desktop, Entra ID, Intune, or general Azure administration)   Relevant certifications such as CompTIA A+, Network+, Cisco Meraki (CMNA/CMNO), or Microsoft AZ-900/AZ-104  Experience supporting SQL-based business applications or ERP systems  Scripting basics (PowerShell) for automating routine tasks  A self-starter who takes initiative and works independently.  Someone who genuinely enjoys helping people and stays calm and professional under pressure  Curious and eager to grow — excited to learn Azure and expand into cloud infrastructure  Organized and reliable: you close the loop on tickets, keep documentation current, and follow through on commitments  A team player who communicates proactively with both users and IT leadership