IT Help Desk Technician II (MSP)

IT Help Desk Technician II (MSP) - Full-time in Santa Clara, CA

Are you passionate about providing exceptional technical support in a fast-paced managed services environment? We are seeking an experienced IT Help Desk Technician II (MSP) to join a reputable managed services provider in Santa Clara, CA. In this full-time position, you will be a key member of the IT support team, delivering advanced troubleshooting and technical solutions to business clients. This role focuses on the support of Windows workstations, Windows servers, advanced networking, and vendor-specific hardware and software, making it a great opportunity for professionals who thrive in a dynamic, client-focused environment.

The IT Help Desk Technician II (MSP) position is ideal for individuals with a strong background in IT support, especially those who have direct experience working within a Managed Services Provider (MSP). You will be expected to handle escalated tickets, resolve complex technical issues, and participate in the installation and maintenance of network equipment. Your expertise will encompass supporting Windows 10 workstations, Windows 2016/2019 servers, and LAN/WAN environments. Additionally, you will be responsible for monitoring alert systems, managing new user onboarding, and providing support for various business-critical systems, including access control and building management systems.

Working as an IT Help Desk Technician II (MSP) in Santa Clara, CA, offers the chance to collaborate with a talented team and make a tangible impact on client success. If you excel at customer service, technical troubleshooting, and have a proven track record in MSP environments, this is an excellent opportunity to advance your career in a thriving technology sector.

IT Help Desk Technician II (MSP) - Summary

• Full-time position providing advanced IT support for a managed services provider
• Located in Santa Clara, CA, serving a diverse client base
• Focus on desktop, server, and networking support in business environments
• Opportunity to grow your technical skills and work with industry-leading technologies

Duties & Responsibilities

• Deliver end-user assistance and technical support for Windows desktops and related hardware
• Act as the primary point of contact for escalated Windows Desktop issues
• Assist with troubleshooting and maintaining Windows 2016 and 2019 servers
• Monitor alert systems, respond to events, and take corrective action in line with established procedures
• Review and interpret event logs to diagnose and repair technical issues
• Handle escalated service requests requiring advanced problem-solving skillsocationUndefined
• Manage new user onboarding processes, including account setup and access configuration
• Install and maintain network services and equipment for business clients
• Support LAN/WAN installation and ongoing maintenance activities
• Provide network hardware support and installation for client environments
• Assist with building systems including door card access, wander guard, lighting, and HVAC controls

Salary & Benefits

• Competitive salary package based on experience and qualifications
• Full-time employment with opportunities for professional growth
• Access to ongoing training and development
• Comprehensive benefits (details provided during the interview process)

Qualifications & Requirements

• Previous experience working for a Managed Services Provider (MSP) is required
• Minimum three (3) years of experience in IT help desk, IT desktop support, or similar technical support roles
• Familiarity with Remote Management & Monitoring (RMM) tools such as Connectwise, Kaseya, or Ninja
• Experience with Professional Services Automation (PSA) or ticketing software, such as Autotask
• Solid background in network and firewall administration, particularly with Sonicwall and Meraki products
• Strong troubleshooting skills for networks, servers, and workstations
• Excellent customer service abilities, maintaining a professional and courteous demeanor
• Strong written and verbal communication skills, with the ability to present to groups
• Dependable work ethic and a proactive attitude
• Willingness to learn and adapt to new technologies and processes

Ideal Candidate Snapshot

• Detail-oriented and organized, able to manage multiple tasks simultaneously
• Demonstrates initiative in solving complex technical issues
• Positive attitude, enjoys working collaboratively within a team
• Proven ability to handle confidential information with discretion
• Strong sense of accountability, reliability, and professionalism
• Passion for client service and technical excellence

Other Relevant Information

• This position provides an excellent environment for professional development in IT support and managed services
• Located in Santa Clara, CA, offering access to a vibrant technology community
• The company is committed to diversity and inclusion in its hiring practices
• Full compliance with all EEOC standards and regulations