Level 2 Help Desk Support Specialist

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