Help Desk Technician II

Excellent communication with both technical and non-technical users.This mid-level technical position is responsible for maintaining high-quality white-glove IT services and support for our Clients/Customers. Our goal is to deliver excellent technical and non-technical support with exceptional customer service and follow-through. This position is part of the Network Operations Center team so candidates must be passionate about technology, highly skilled at providing amazing customer service, and have the ability to thrive in a fast paced and high pressure environment.


KEY RESPONSIBILITIES:

1. Install, configure, and maintain hardware, software, advanced endpoint security tools, and system patches.
2. Extensive knowledge working with and setting up Active Directory and Azure AD
3. Perform timely workstation hardware and software upgrades as required
4. Resolve complex support tickets escalated from Level 1 involving desktops, servers, network hardware, cloud services, phone systems, camera systems, and security tools.
5. Troubleshoot issues in Windows 11, Windows Server (2016-2025), Active Directory, M365, and Azure/Entra ID.
6. Diagnose and fix LAN/WAN problems, firewalls, routers, switches, VPNs, DNS, DHCP, and other core networking components.
7. Provide remote assistance using RMM and PSA platforms
8. Document troubleshooting steps, resolutions, and environment changes according to MSP standards.
9. Visit client sites for advanced troubleshooting, hardware and software deployment, infrastructure support and projects.
10. Setup, manage and support M365 tenants (Exchange Online, SharePoint, Teams) and Microsoft Entra ID identity environments.
11. Perform onboarding/offboarding including account creation, hardware setup, and system provisioning.
12. Work closely with Level 3 or senior engineers for complex projects or high-severity issues.

QUALIFICATIONS:

1. Solid understanding of networking fundamentals (TCP/IP, VLANs, firewalls, routing).
2. At least 2 - 4 years of experience working in IT Service Team/MSP Team Environment
3. Familiarity with virtualization platforms (Hyper-V, VMware) and cloud technologies.
4. Strong diagnostic, system configuration, and troubleshooting abilities.

SKILLS & KNOWLEDGE:

1. Excellent communication with both technical and non-technical users.
2. Strong documentation, multitasking, and time-management skills.
3. Ability to work independently while supporting multiple client environments simultaneously
4. Positive attitude, towards people and problems
5. Work effectively with staff in a team-oriented environment with a positive, can-do attitude.
6. Adept in developing and maintaining strong relationships with management, staff, vendors and clients.
7. Exhibit a high degree of professionalism, balanced business judgment, tact and diplomacy.
8. Excellent problem-solving skills, in both mundane and highly-sensitive, albeit complex situations.

CERTIFICATIONS (Any of these preferred):

CompTIA Network+, Security+
Microsoft certification (Cloud, MCSA/MCSE, Azure role-based)
Cisco CCNA, VMware VCP

WORK ENVIRONMENT EXPECTATIONS:

Work in this environment is considered medium physical work requiring the exertion of up to forty (40) pounds of force occasionally and up to twenty (20) pounds of force frequently, and up to 10 pounds of force constantly to move objects.

Must be able to:

1. Walk, lift, reach, stoop, sit, squat, bend, stand, grasp, balance, climb, kneel, crouch and type for extended periods of time up to 10 hours.
2. Prepare, read, comprehend and analyze a variety of complex forms, reports, spreadsheets, maps, plans, records, documentation and correspondence in all languages required by the job.
3. Speak to individuals or groups of people with poise, voice control, confidence and professional integrity.
4. Respond adequately to inquiries or complaints.
5. Write using standard convention in all languages required by the job.
6. Apply principles of logical thinking to define problems, collect data, establish facts and draw valid conclusions.
7. Apply common sense understanding to carry out instructions furnished in written, oral or diagrammatic form.
8. Communicate effectively and efficiently in all areas required by the job using whatever communication device or system is required (telephone, email, etc..)
9. Use/interpret job related terminology effectively and efficiently.
10. Deal with people beyond giving and receiving instructions maintaining effective working relationships.
11. Perform under stress, deal with persons acting under stress and adapt when confronted with emergency situations.
12. Be sensitive to cultural differences among individuals and groups of persons.
13. Safely operate a motor vehicle.
14. Operate/use a variety of job specific office machines and other office equipment.
15. Manage multiple high priority initiatives in a fast paced, highly technical environment.
16. Successfully perform the planning, directing, reporting and administrative responsibilities of this position.

BENEFITS:

1. Health Insurance

2. Dental Insurance

3. Vision Insurance

4. Life Insurance

5. 8 Paid Holidays

6. Paid Sick/Vacation

7. SIMPLE IRA w/3% match

DISCLAIMER:

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and/or skills required of all employees within this class.

WORKPLACE DESIGNATIONS:

Due to the nature of this position, in working as closely with multiple departments and their core business unit, this position is unable to be performed by a Remote Employee. As there is no concession available for a Remote Employee, no requests made to convert this position to Remote Employeeship will be considered.


ACCOMMODATIONS:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.