TCP Software
SaaS
ITHelpDeskSupportII
Neural analysis suggests this role is
optimal for Mid candidates.
“IT Help Desk Support II at TCP Software. Skills: Technical Support, Troubleshooting, Cloud Services, Endpoint Management. Provide advanced technical support. Troubleshoot and resolve complex incidents”
Industry & Context.
Advanced troubleshooting skills; root-cause analysis efforts; analytical skills
support after-hours escalation rotation, Prolonged periods sitting at a desk and working on a computer, Must be able to lift up to 15 pounds at times
What They're Looking For.
Must Have
2+ years of experience in help desk or technical support roles, knowledge of enterprise hardware, knowledge of operating systems, knowledge of network fundamentals, Hands-on experience with Azure Active Directory / Entra ID, user lifecycle management, MFA/identity security controls, Proficiency with remote-support technologies, Proficiency with modern endpoint-management platforms, Advanced troubleshooting skills for complex workstation issues, Advanced troubleshooting skills for complex application issues, Advanced troubleshooting skills for complex cloud-service issues, Exceptional communication and customer-service skills, Experience managing ticket queues, Experience working within ITSM frameworks, Familiarity with audio/visual systems, Familiarity with Zoom / Teams Rooms, Familiarity with conference-room technology, analytical skills, organizational skills, documentation skills, Ability to mentor junior staff, Ability to support after-hours escalation rotation, Understanding of data-security best practices, Understanding of privacy best practices, Understanding of confidentiality best practices relevant to SaaS organizations, Prolonged periods sitting at a desk and working on a computer, Must be able to lift up to 15 pounds at times
Nice to Have
experience in a SaaS or cloud-centric environment, Knowledge of ITIL practices, Industry certifications such as CompTIA A+, Industry certifications such as Network+, Industry certifications such as Security+, Industry certifications such as Microsoft role-based certifications
What You'll Do.
Provide advanced technical support
Troubleshoot and resolve complex incidents
Manage and prioritize service tickets
and maintain endpoints
and maintain peripherals
and maintain collaboration tools
Support cloud-based infrastructure
Support hybrid infrastructure
Monitor system performance
Create and maintain documentation
Create and maintain knowledge base articles
Create and maintain user-friendly guides
Deliver IT onboarding sessions
Deliver end-user training
Manage role-based access
Coordinate with external vendors
Assist with license audits
Assist with asset tracking
Assist with SaaS application compliance
Maintain adherence to security standards
Maintain adherence to confidentiality standards
Maintain adherence to data-handling standards
Mentor junior help desk staff
How You'll Work.
Team & Collaboration
Collaborate with IT Operations; Collaborate with Security; Collaborate with Development; Collaborate with Product teams on escalations; Collaborate with Product teams on cross-functional issues; Contribute to a culture of teamwork
Communication Scope
Exceptional communication skills; customer-service skills
Full Job Description
_TCP is committed to cultivating a diverse and inclusive team. However, we are not able to sponsor visas for this role._ **About TCP (TimeClock Plus):** For more than 30 years, TCP has helped organizations engage their people by providing flexible, mobile timekeeping and workforce management solutions. Trusted by tens of thousands of customers and millions of users, TCP delivers best-in-class technology and personalized support to organizations of all sizes in the public and private sector to meet their complex timekeeping, employee scheduling, leave management and other workforce needs. We recently embraced our new, refreshed brand which we feel fully embodies our commitment to innovation while also completing our first acquisition of Humanity, an industry-leading cloud-based scheduling platform. Growth is happening and our vision for a successful future is clear - We'd love for you to join us on this journey! For more information on TCP, visit[ www.tcpsoftware.com](https://www.tcpsoftware.com/) or follow us on [LinkedIn](http://www.linkedin.com/company/tcpsoftware/) or [Facebook](https://www.facebook.com/TimeClockPlus/). **About the Role:** The IT Help Desk Support II technician at TCP Software plays a critical role in ensuring a secure, reliable, and high‑performing technology experience for our workforce. This position supports a modern SaaS‑focused environment that includes cloud platforms, endpoint management, collaboration tools, and customer‑facing systems essential to delivering industry‑leading workforce management solutions. The technician provides expert‑level troubleshooting, leads root‑cause analysis efforts, and partners closely with internal teams to maintain smooth operations across hardware, software, network, and cloud services. This person also mentors junior technicians, contributes to process maturity, and drives continuous improvement initiatives that elevate IT service delivery across TCP Software. **Responsibilities:** * Provide advanced tec
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