Help Desk II

Position Overview

The Help Desk II Technician serves as an escalation point for complex support tickets, providing advanced troubleshooting and technical leadership within the help desk team. This role involves managing tickets end-to-end, implementing technical solutions, and mentoring junior technicians. You will work across diverse client environments to ensure operational stability and high service quality.

Key Responsibilities:

• Serve as a Tier 2 escalation for Help Desk I technicians, resolving advanced hardware, software, and network issues.
• Support and manage Microsoft 365, Intune, and Active Directory environments, including GPOs and security configurations.
• Troubleshoot Windows 10/11 OS issues, user profile corruption, printer/network connectivity, and MFA-related problems.
• Manage endpoint security and patching through tools like SentinelOne, ThreatLocker, and N-able.
• Document technical processes and knowledge base articles for internal use.
• Collaborate with infrastructure and project teams to assist with deployments and server upgrades.
• Perform proactive system monitoring and maintenance to ensure uptime and performance.
• Communicate technical solutions clearly to clients and team members.

Qualifications & Skills:

• Strong technical proficiency across Windows environments, networking fundamentals, and Microsoft cloud services.
• Experience with ticket triage, prioritization, and root cause analysis in an MSP setting.
• Familiarity with common COTS tools (SentinelOne, ThreatLocker, DUO, N-able, etc.).
• Strong communication, customer service, and mentoring abilities.
• Ability to manage multiple client environments and competing priorities effectively.
• Security-first mindset with focus on compliance and best practices.

Education & Experience:

• Bachelor’s degree in Information Systems, Computer Science, or related discipline preferred.
• 3+ years of IT support experience, ideally in a Managed Service Provider or professional services environment.
• Experience supporting Microsoft 365, Intune, and MFA and DNS.
• Need some exposure to Firewalls.
• Certifications such as CompTIA Network+, Microsoft 365 Certified: Modern Desktop Administrator, or equivalent preferred.

Work Environment:

• Fast-paced, collaborative MSP culture with opportunities to expand into project work or system administration.
• Exposure to enterprise-grade tools and clients across multiple industries.