IT Help Desk II – Modesto, CA

Department: IT

General Information

• Location: Corporate Headquarters, Modesto, CA
• Department: IT
• Reports to: IT Support Desk Supervisor
• FLSA Status: Full-Time Non-Exempt
• Pay: $30-$40/hr

Summary

The IT Support Analyst (Tier II) is a mid-level support role that handles escalated technical issues, advanced user requests, and complex endpoint configurations. The role serves as a bridge between Tier I support and higher-level engineering or infrastructure teams. This individual is expected to resolve a wide variety of technical incidents, document support processes, and contribute to continuous improvement of the support function.

This role requires independence, accountability, and technical versatility. A bachelor’s degree may support a candidate’s growth, but performance in resolving technical problems, providing mentorship, and handling complexity are the key factors in success and advancement.

Essential Job Duties

Advanced Technical Support & Escalations

• Act as the primary escalation point for unresolved Tier I issues
• Troubleshoot endpoint problems including OS, drivers, application errors, and device conflicts
• Support multifactor authentication (MFA), identity management, VPN, and remote access tools
• Resolve software installation failures, profile corruption, Outlook connectivity, and Teams performance issues
• Support mobile device configuration, BYOD registration, and security policy enforcement
• Collaborate with systems or infrastructure teams to resolve cross-platform issues

Endpoint Management & Configuration

• Configure and deploy laptops and desktops using Microsoft Intune, SCCM, or equivalent
• Manage device compliance, encryption, antivirus alerts, and patch status
• Perform hardware upgrades and troubleshoot imaging issues across models
• Assist with group policy implementation or workstation script deployment

User Access & System Administration

• Create and manage users, groups, shared mailboxes, and distribution lists in Active Directory and Microsoft 365
• Assist with license assignments, mailbox delegation, and calendar sharing issues
• Review permissions across shared folders, network drives, or collaboration spaces
• Audit and clean up inactive accounts or stale entries under supervision

Documentation & Knowledge Sharing

• Create and maintain standard operating procedures (SOPs) and internal knowledge base articles
• Review Tier I tickets for quality, completeness, and documentation standards
• Share solutions with the team during daily huddles or review meetings
• Contribute to onboarding documentation and provide technical orientation to new hires

Mentorship & Team Contribution

• Guide junior team members on issue triage, troubleshooting process, and escalation logic
• Shadow and support field techs or cross-functional teams when needed
• Participate in improvement initiatives for ticket flow, automation, or reporting
• Provide backup coverage for help desk lead in supervisor absence

Competencies

• Problem Solving – Identifies and resolves problems in a timely manner; develops alternative solutions; works well in group problem solving situations
• Technical Skills – Assesses own strengths and weaknesses; pursues training and development opportunities; strives to continuously build knowledge and skills; shares expertise with others
• Customer Service – Manages difficult or emotional customer situations; responds promptly to customer needs; solicits customer feedback to improve service; meets commitments
• Teamwork – Balances team and individual responsibilities; exhibits objectivity and openness to others’ views; gives and welcomes feedback; contributes to building a positive team spirit
• Leadership – Inspires and motivates others to perform well; accepts feedback from others; gives appropriate recognition to others; develops subordinates’ skills and encourages growth
• Quality Management – Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness
• Adaptability – Changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events
• Initiative – Undertakes self-development activities; seeks increased responsibilities; asks for and offers help when needed

Minimum Qualifications

• 3–5 years of IT support or desktop support experience in an enterprise or multi-site environment
• Strong knowledge of Windows 10/11, Microsoft 365 apps, and user environment settings
• Experience with Active Directory, device management, and user lifecycle administration
• Familiarity with ticketing systems such as ServiceNow, Zendesk, or ConnectWise
• Ability to document and present solutions clearly and concisely
• Valid driver’s license and ability to travel between supported locations as needed
• Bachelor’s degree is welcomed but not required; capability and ownership are prioritized

Preferred Qualifications

• Microsoft 365 Certified: Modern Desktop Administrator Associate or MD-102
• CompTIA Network+ or equivalent credential
• Familiarity with scripting (PowerShell, batch) or deployment automation
• Understanding of endpoint security tools, MDM policies, and regulatory frameworks

Testing Requirements

• Position-specific skill assessments
• Culture Index Survey

Benefits

Benefits include medical, dental, and vision coverage; Mutual of Omaha supplemental plans and life insurance with buy-up option; vacation accrual and paid holidays. Additional benefits include 401(k) participation after one year (provided minimum hours worked and minimum age requirements are met).

If you thrive on hard work and are interested in working for a company that will reward your exceptional talents, please send your resume to joinourteam@boyett.net or apply on our website at www.boyett.net. Please reference the position title.

This job posting in no way alters the Boyett Petroleum Employment At-Will Agreement Policy.

Employment with Boyett Petroleum can be terminated at-will, with or without cause, and with or without notice, at any time either at the option of the company or the employee. No representative of Boyett Petroleum other than its President or CEO has the authority to enter into an agreement for employment for any specified period of time or make any agreement contrary to what is set forth above in this paragraph. Further, the President or CEO of Boyett Petroleum may not alter the at-will nature of the employment relationship unless done specifically in writing.

Boyett Petroleum is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.