Helpdesk Engineer II

In this Helpdesk Engineer II role, you will use your technical and customer service skills to take care of our clients, while also learning and advancing quickly, playing a key role in our company's growth. You will answer incoming phone calls for our help desk and will resolve client requests.


This role offers a strong foundation for technical growth and hands-on experience that can propel your career forward. You will have the opportunity to participate in our structured career development program, with a clear path toward advancement to a Level III Systems Engineer role within the organization.

Required Qualifications:

• 3-4+ years of progressive experience in a help desk, technical support, or IT service desk role (MSP or multi-client environment preferred).

• Strong foundational knowledge of Windows 10/11 operating systems, Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), and common desktop applications.

• Basic understanding of networking concepts, including IP addressing, DNS, DHCP, and VPN connectivity.

• Familiarity with remote support tools such as ConnectWise Control, LogMeIn, Datto or similar platforms.

• Experience with ticketing systems (e.g., ConnectWise Manage, Zendesk, Freshdesk, or ServiceNow) and ability to document issues clearly and thoroughly.

• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.

• Strong customer service orientation with a calm, patient, and professional demeanor under pressure.

• Ability to prioritize and manage multiple tasks in a fast-paced environment while maintaining attention to detail.

• Willingness to learn and grow, with a proactive attitude toward acquiring new technical skills and certifications.

• Experience installing, troubleshooting, and maintaining peripherals (scanners, fax machines, printers, etc.)

• Experience troubleshooting standard hardware issues and running diagnostics

• Demonstrated experience following standard IT Security practices

• An understanding of how a small change can impact the bigger picture of a technology network

• A passion for developing hard and soft skills and career advancement

Preferred Qualifications

• CompTIA A+, Network+, or ITIL Foundation certification (or willingness to obtain within 6 months of hire).

• Experience with Active Directory (user account creation, password resets, group membership).

• Exposure to cloud platforms such as Microsoft Azure or Google Workspace.

• Basic scripting or automation knowledge (e.g., PowerShell, batch files) is a plus.

• Familiarity with cybersecurity best practices , including phishing awareness and endpoint protection tools.

Who we are:
At PennComp, a New Charter Technologies Company, we solve the IT problems of today with an eye on the technology needs of tomorrow. For more than thirty years, PennComp, a New Charter Technologies Company, has provided IT services to small and medium-sized businesses in the Houston area. We are committed to developing long-term, professional relationships with our clients, while providing exceptional customer service. Our diverse, dedicated staff partners with clients to create solutions, empowering them to achieve business objectives.

Why Join Us:

At PennComp, a New Charter Technologies Company, we offer a supportive and vibrant work environment where our team members thrive. We value our employees and provide:

• Excellent benefits - health insurance, dental, vision, vacation, and 401k
• Opportunities for professional growth and development
• Competitive compensation, commensurate with experience
• Monthly breakfasts, kitchen fully stocked with snacks, and dozens of beverages
• 20% work from home/option for hybrid schedule post six-month review

PennComp, a New Charter Technologies Company, is committed to creating an inclusive environment and is proud to be an equal opportunity employer. PennComp recruits, employs, trains, compensates, and promotes regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.