<p>Bassett Mechanical is a 3rd generation family-owned company that provides custom-built industrial refrigeration, HVAC, plumbing, metal fabricating and preventative maintenance service solutions to customers throughout the United States and the world. It is not only a great place to grow and thrive in your career. It is a place to truly belong. As a member of the Bassett Mechanical Team, you'll enjoy a competitive compensation and benefits package and many professional growth opportunities. From the moment you're hired, to the day you retire, you're a part of our Bassett Mechanical Team.</p> <p>Position Purpose</p> <p>Provide advanced second-line technical support and serve as an escalation point for complex incidents and requests. This role owns high-impact tickets, drives root cause analysis, mentors Tier I technicians, and continuously improves the knowledge base and standard operating procedures. Work is delivered through the service desk, onsite visits, and remote tools with a strong focus on customer experience, security, and operational excellence.</p> <p>Position Responsibilities</p> <ul> <li> <p>Service Desk Operations</p> </li><li> <p>Serve as Tier II escalation for complex issues across Windows, Microsoft 365, Teams, SharePoint, OneDrive, and core business applications.</p> </li><li> <p>Resolve at first contact when feasible; when reassigning, provide a warm handoff with a clear summary, steps tried, evidence, and recommended next steps.</p> </li><li> <p>Maintain SLA adherence, provide timeline updates, and close the loop at completion.</p> </li><li> <p>Create clear, reproducible resolution notes for every closure.</p> </li><li> <p>Endpoint, Access & Collaboration</p> </li><li> <p>Image, deploy, and maintain laptops, desktops, and peripherals using Intune or MECM.</p> </li><li> <p>Perform advanced troubleshooting for device health, performance, drivers, and patching.</p> </li><li> <p>Execute onboarding and offboarding tasks, including accounts, access, MFA, and equipment.</p> </li><li> <p>Administer identity and access tasks in Active Directory and Entra ID under least-privilege standards.</p> </li><li> <p>Knowledge & Continuous Improvement</p> </li><li> <p>Independently create and maintain knowledge articles and SOPs for repeatable solutions and standard requests.</p> </li><li> <p>Contribute observations and data to improve processes, the service catalog, and user experience.</p> </li><li> <p>Review and provide feedback on Tier I ticket quality and resolution practices.</p> </li><li> <p>Team Development</p> </li><li> <p>Mentor and support Tier I technicians through coaching, knowledge sharing, and escalation review.</p> </li><li> <p>Contribute to team training materials and onboarding documentation.</p> </li><li> <p>Inventory & Asset Stewardship</p> </li><li> <p>Maintain stock of standard peripherals and spares.</p> </li><li> <p>Accurately track equipment assignments and returns in the asset management system.</p> </li><li> <p>Assist with scheduled equipment checks and site audits as assigned.</p> </li><li> <p>Manage disposal of retired assets with secure data wipe, chain of custody, and compliant recycling.</p> </li><li> <p>Operational Awareness & Security</p> </li><li> <p>Surface widespread or recurring issues for problem management review.</p> </li><li> <p>Follow all established security and privacy policies and procedures.</p> </li><li> <p>All other duties as assigned.</p> </li></ul> <p>Summary of Skills, Knowledge and Abilities</p> <ul> <li>Associate's degree in information technology or a related field required; Bachelor's degree preferred. CompTIA A+ certification accepted in lieu of degree. </li><li>3+ years of progressive IT support experience, with demonstrated Tier II or advanced technical troubleshooting capabilities. </li><li>Ability to communicate technical issues clearly to both technical and non-technical audiences. </li><li>Strong written and verbal communication skills. </li><li>Strong organizational skills with the ability to manage multiple high-priority tasks simultaneously. </li><li>Advanced proficiency in Microsoft Windows 10/11 and Microsoft 365, including Teams, SharePoint, and OneDrive. </li><li>Hands-on experience with Intune or MECM for device management, deployment, and troubleshooting. </li><li>Working knowledge of Active Directory and Entra ID for identity and access administration. </li><li>Strong troubleshooting and analytical skills, including the ability to perform structured root cause analysis. </li><li>Demonstrated ability to mentor or guide less experienced technical staff. </li><li>CompTIA A+ or Network+ certification, or Microsoft certification (e.g., MD-102). </li><li>Experience with PowerShell scripting for basic automation or reporting tasks. </li><li>Familiarity with ITIL principles or an equivalent service management framework. </li><li>Experience with a major ITSM ticketing system (e.g., ServiceDesk Plus, ServiceNow, Jira Service Desk). </li></ul> <p>Direct Reports</p> <ul> <li>None. </li></ul>