Help Desk Support Level II Technician

Job Description

Job Description

Summary

Our client is a growing Managed Service Provider (MSP) in the Tempe, AZ area and is seeking an experienced Help Desk Support Level II Technician to join their technical support team. This role is responsible for providing exceptional IT support to a diverse client base by troubleshooting hardware, software, server, network, and cloud-related issues while delivering outstanding customer service.

The ideal candidate has prior MSP experience, is comfortable working in a fast-paced, ticket-driven environment, and has strong experience supporting Microsoft environments, networking infrastructure, and end-user technologies. This is an excellent opportunity for a motivated IT professional who enjoys solving technical challenges and working directly with clients.

Duties & Responsibilities

End User Support & Service Desk

• Provide technical support to end users via phone, email, remote support tools, and service desk ticketing systems.
• Troubleshoot and resolve desktop, laptop, printer, mobile device, software, and peripheral issues.
• Provision, configure, and deploy workstations, user accounts, and equipment for new hires.
• Prioritize and manage support requests to ensure service level agreements (SLAs) are consistently met.
• Escalate complex technical issues when appropriate while maintaining ownership of the support process.
• Deliver excellent customer service and communicate technical information clearly to non-technical users.

Systems & Server Administration

• Administer and support Windows Server environments, including Active Directory, Group Policy, DNS, DHCP, and File & Print Services.
• Support Microsoft 365, Exchange, and related cloud services.
• Perform user administration, password resets, account provisioning, and permissions management.
• Install, configure, and maintain antivirus and endpoint security solutions.
• Assist with server maintenance, updates, monitoring, and troubleshooting.

Network & Infrastructure Support

• Troubleshoot and support network infrastructure including switches, routers, wireless networks, and firewalls.
• Assist with network configuration, monitoring, maintenance, and performance optimization.
• Support cloud computing environments and hybrid infrastructure solutions.
• Configure and support VoIP phone systems and related telecommunications technologies.
• Monitor system alerts and proactively respond to potential issues.

Technical Operations

• Utilize remote monitoring and management (RMM) tools to identify and resolve technical issues.
• Document troubleshooting steps, resolutions, and client interactions within the PSA system.
• Assist with project work, system upgrades, migrations, and technology implementations.
• Maintain accurate documentation of client environments and technical procedures.
• Stay current with emerging technologies and recommend improvements where appropriate.

Qualifications & Requirements

Required Experience

• Minimum of 4 years of hands-on IT support experience in a professional environment.
• Previous experience supporting Windows desktop and server environments.
• Experience troubleshooting networking, Microsoft technologies, and end-user systems.
• Experience working in a client-facing technical support role.
• Previous experience working for a Managed Service Provider (MSP) is highly preferred.

Technical Skills

• Strong knowledge of Windows Server administration.
• Experience with Active Directory, DNS, DHCP, Group Policy, and File & Print Services.
• Experience supporting Microsoft 365 and Microsoft Exchange.
• Familiarity with networking concepts including switches, routers, firewalls, VPNs, and wireless networking.
• Experience with Remote Monitoring & Management (RMM) tools and PSA/ticketing systems such as ConnectWise RMM and Autotask is a plus.
• Experience configuring and supporting VoIP solutions.
• Strong understanding of workstation deployment, endpoint security, and troubleshooting.

Professional Skills

• Excellent troubleshooting and analytical skills.
• Strong verbal and written communication skills with the ability to interact professionally with clients.
• Outstanding customer service and relationship-building abilities.
• Strong organizational and time management skills.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Self-motivated, dependable, and able to work both independently and collaboratively within a team.

Preferred Qualifications

• Previous MSP experience.
• CompTIA A+, Network+, or Security+ certifications.
• Microsoft certifications (MCSA, MCSE, Microsoft Certified Professional, or equivalent).
• Cisco certifications such as CCNA are a plus.
• Experience with cloud technologies, virtualization, and business productivity solutions.

K2 Staffing has been constructed on one of the most solid foundations in the industry, with roughly 40 years of combined business and recruiting knowledge. Through our vast experience, we understand locating and attracting the right talent can be comparable to ascending K2 - difficult, sometimes impossible, and potentially savage. With that said, we take a very methodical approach with our process, including a detailed discovery process ultimately leading to a customized plan of action for each of our clients. Our “high-tech, soft-touch” technique produces results that cannot be denied. We have embraced technology to its fullest, which provides us with top-quality candidates to choose from. That, however, does not disclude how important it is to roll up our sleeves and connect with people on a human level, avoiding short-term arrangements, disappointment, and a tremendous waste of time and money for all parties involved.

Whether you are a candidate seeking to locate a company to represent for the long haul, or you are a hiring manager for an organization searching for that 1 in a million, K2 Staffing is here to assist you. Utilizing our “high-tech, soft-touch” approach, we will successfully diagnose the needs and desires of both our clients and candidates, resulting in the perfect connection for years to come.

Mission:

“To alter the landscape of the staffing world incorporating a high-tech, soft-touch approach, connecting corporations with people, resulting in opportunities that enhance and improve the lives of others.”

Vision:

“Through positivity, desire, belief, and inspiration, we will be recognized as the new standard in the recruitment industry.”

Company Description

K2 Staffing has been constructed on one of the most solid foundations in the industry, with roughly 40 years of combined business and recruiting knowledge. Through our vast experience, we understand locating and attracting the right talent can be comparable to ascending K2 - difficult, sometimes impossible, and potentially savage. With that said, we take a very methodical approach with our process, including a detailed discovery process ultimately leading to a customized plan of action for each of our clients. Our “high-tech, soft-touch” technique produces results that cannot be denied. We have embraced technology to its fullest, which provides us with top-quality candidates to choose from. That, however, does not disclude how important it is to roll up our sleeves and connect with people on a human level, avoiding short-term arrangements, disappointment, and a tremendous waste of time and money for all parties involved. \r\n\r\nWhether you are a candidate seeking to locate a company to represent for the long haul, or you are a hiring manager for an organization searching for that 1 in a million, K2 Staffing is here to assist you. Utilizing our “high-tech, soft-touch” approach, we will successfully diagnose the needs and desires of both our clients and candidates, resulting in the perfect connection for years to come. \r\n\r\nMission:\r\n\r\n“To alter the landscape of the staffing world incorporating a high-tech, soft-touch approach, connecting corporations with people, resulting in opportunities that enhance and improve the lives of others.” \r\n\r\nVision:\r\n\r\n“Through positivity, desire, belief, and inspiration, we will be recognized as the new standard in the recruitment industry.”