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About Diversified:

Diversified is a global leader in audio visual and media innovation, recognized for designing and building the world’s most experiential environments. Our award-winning team specializes in delivering solutions for the most complex, large-scale and immersive installations. Serving a global clientele that includes major media organizations and retailers, sports and live performance venues, corporate enterprises, and government agencies, Diversified partners with clients to create spaces that bring people together and keep them coming back.

What to Expect:

At Diversified, we're on a mission to create a world without boundaries, where technology enables all people to connect and experience the moments that matter, wherever they choose to be. With clients spanning the globe and an exciting pipeline of projects across industries, Diversified offers more than just a job. We offer a career path with the flexibility to grow personally and professionally, wherever your ambitions take you.

As a Diversified associate, you'll dive headfirst into big, complex, and rewarding projects that push the boundaries of what's possible. Plus, you'll enjoy a flexible work environment, competitive compensation and benefits, and a culture that celebrates diversity and inclusion.

IF YOU CAN DREAM IT, YOU CAN DO IT AT DIVERSIFIED.

How You’ll Contribute:

The Help Desk Technician II provides advanced technical support and systems administration for end-users, resolving complex issues escalated from Tier 1 staff across desktop, server, network, and enterprise application environments.

This role combines hands-on troubleshooting with account administration, patch management, and network diagnostics, while also supporting live events and contributing to operational documentation. The position requires strong technical acumen, problem-solving skills, and the ability to work both independently and collaboratively in a fast-paced environment.

What You’ll Do:

Advanced End-User Support

+ Respond to Tier 2 support tickets escalated from Tier 1 staff.

+ Troubleshoot and resolve hardware, software, and peripheral issues for Windows and macOS environments.

+ Provide on-site or remote technical support during live events.

System & Application Administration

+ Administer and troubleshoot Active Directory, Azure/Entra ID, Exchange, SharePoint, and Print Server systems, including account creation, group policy updates, permissions, and access issues.

+ Perform user provisioning, password resets, and security group modifications.

Patch Management & Deployment

+ Deploy software patches, service packs, and bug fixes across endpoints, servers, and virtual machines using Tanium or similar platforms.

+ Ensure update compliance with security and operational standards.

Network & Infrastructure Troubleshooting

+ Diagnose issues related to switches, wireless access points, and port configurations.

+ Resolve LAN/WAN/Wi-Fi connectivity problems, escalating to infrastructure teams as needed.

Documentation & Knowledge Sharing

+ Record all work in the IT ticketing system (ServiceNow, Jira, or equivalent).

+ Develop and share Standard Operating Procedures (SOPs) and Knowledge Base Articles to assist Tier 1 staff.

+ Mentor Tier 1 team members on advanced troubleshooting practices.

Maintenance & Asset Management

+ Image, configure, and deploy new or reissued hardware.

+ Maintain IT asset inventory, tracking lifecycle and warranty status.

+ Support and configure network printers, scanners, and other shared devices.

Technical Skills & Tools

+ Operating Systems: Windows 10/11, macOS, basic Linux familiarity.

+ Directory Services: Active Directory, Azure/Entra ID, Group Policy.

+ Messaging & Collaboration: Microsoft Exchange, SharePoint, Teams, OneDrive.

+ Networking: TCP/IP, DNS, DHCP, VLANs, VPN troubleshooting.

+ Endpoint Management: Microsoft Intune, JAMF, SCCM; Tanium Deployment Tool for patching.

+ Remote Support Tools: TeamViewer, Bomgar, Microsoft Quick Assist.

+ Security Tools: Endpoint protection platforms (CrowdStrike, Sophos, Defender).

Work Schedule & Requirements

+ Core Hours: Monday–Friday with occasional early morning, evening, or weekend work during maintenance windows or live events.

+ On-Call: Available for urgent escalations during off-hours.

What You’ll Bring:

Education & Certifications:

+ Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent experience).

+ Certifications: Microsoft Certified Azure Fundamentals (AZ-900), CompTIA A+ (required); Network+, Security+, or equivalent preferred.

Required Skills/Qualifications:

+ 4+ years in IT support roles, with at least 1–2 years in a Tier 2 or equivalent position.

+ Proficient in Microsoft Azure / Active Directory, Windows Server, Office 365, Exchange, SharePoint, Intune, and JAMF.

+ Skilled in Windows and macOS environments, hardware/software troubleshooting, and peripheral support.

+ Strong understanding of networking fundamentals, including TCP/IP, DNS, DHCP, and VLAN configuration.

+ Excellent interpersonal, written, and verbal communication skills; able to explain technical concepts to non-technical users.

+ Strong problem-solving skills with the ability to resolve issues remotely and provide clear instructions.

+ Able to prioritize multiple tasks with competing deadlines.

+ Flexibility to work evenings, weekends, and holidays as needed.

What We Offer:

Along with competitive compensation, you will be eligible for the following benefits:

+ Multiple medical plan options to suit your family’s needs

+ Dental (including orthodontic coverage) and vision plans

+ Company paid Basic Life, AD&D, Short-Term and Long-Term Disability Insurance, and Employee Assistance Plan (EAP)

+ Healthcare and Dependent Care Flexible Spending Accounts (FSA)

+ 401k with Employer Match

+ Paid Time Off and Paid Holidays

+ Voluntary Benefits: Critical Illness, Hospital Indemnity, Accident Insurance, Pet Insurance, Homeowners and Auto Insurance, Supplemental Term and Dependent Life and AD&D, and Legal Services

+ Commuter Benefits

+ And much more

To learn more about becoming part of the Diversified team, visit us at our career site (https://onediversified.com/careers/careers-at-diversified) or email us at [email protected].

Diversified is an equal opportunity employer committed to fostering an inclusive and diverse workplace. All aspects of employment will be based on job requirements, individual qualifications, merit, performance, and business need. We do not discriminate based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic under applicable law. We believe in fair and equitable hiring practices and strive to create an environment where all individuals feel valued and empowered.

If you require a reasonable accommodation to participate in the application or interview process due to a disability, please contact [email protected] so we can assist you.

Our compensation ranges reflect the cost of labor across several US geographic markets. The pay details below range from our lowest geographic market up to our highest geographic market. Pay is based on several factors including market location and may vary depending on job-related knowledge, skills and experience depending on the position offered, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits.

Job Details

Job Family Customer and Product Support

Job Function Service Desk Delivery

Pay Type Hourly

Hiring Min Rate 33 USD

Hiring Max Rate 40 USD