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CIMA ENERGY, LP · 2 days ago

Tier II Help Desk Technician

Greater Houston

Full-time

Hybrid

Mid Level

CIMA ENERGY, LP is seeking a Tier II Help Desk Technician to provide advanced technical support for employees. The role involves troubleshooting complex issues, managing user accounts, and ensuring smooth operation of business-critical tools.

EnergyRenewable Energy

Growth Opportunities

H1B Sponsor Likely

Responsibilities

Troubleshoot and resolve complex hardware, software, and operating system issues

Support Microsoft 365 applications, authentication (MFA/SSO), VPN connectivity, and other business-critical tools

Address recurring or escalated issues requiring in-depth analysis

Review Tier 1 notes, validate issues, and assume full responsibility for resolving escalated tickets

Provide clear communication, timely updates, and professional interaction with employees

Ensure issues are resolved efficiently without unnecessary reassignment

Manage account permissions, security groups, and user attributes in Azure AD / Entra ID

Handle Microsoft 365 tasks: shared mailbox creation, access updates, distribution list management, and mailbox troubleshooting

SharePoint maintenance, troubleshooting, and light administration

Grant or adjust access to company applications per established processes

Manage company devices via Intune or other MDM platforms (compliance, check-in issues, app deployments)

Set up, configure, and maintain laptops and peripherals for employees

Perform diagnostics, apply updates, and resolve performance or configuration issues

Diagnose laptop, dock, monitor, and peripheral problems

Coordinate warranty claims, repairs, and device replacements

Prepare devices for new hires and support hardware lifecycle management

Create and update internal knowledge base content to support consistent resolutions

Document changes, fixes, and procedures to improve Tier 1 effectiveness

Maintain current onboarding/offboarding procedures as systems evolve

Reset MFA and manage secure access following identity-verification standards

Remove access promptly during offboarding

Identify suspicious activity and escalate to appropriate IT or security leadership

Support enforcement of endpoint security and compliance requirements

Participate in software rollouts, system upgrades, and IT initiatives

Assist with testing, validation, and deployment of new tools or processes

Provide data and insights for improving the service desk and technical environment

Qualification

TroubleshootingMicrosoft 365Azure ADIntuneSharePointDevice ManagementTechnical CommunicationDocumentation

Required

Strong troubleshooting ability

Mid-level system access

Ability to take ownership of escalated requests from start to finish