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.