Help Desk Technician II

Job Description

Job Description

THE ROLE

The Help Desk Technician II is responsible for delivering a high level of client support through technical troubleshooting, client communication, project coordination, onboarding/offboarding support, and onsite field service. Most work is handled remotely from our Dawsonville office, with onsite visits to client sites as needed. You need to be confident troubleshooting independently and coordinating directly with clients, vendors, and teammates. We run on intent here: you'll be expected to say what you're going to do and why, then do it — not wait to be handed the next step. This role requires a commute of 30 minutes or less to our Dawsonville office.

The ideal candidate possesses strong technical skills, exceptional communication abilities, sound judgment, operational discipline, and the ability to independently manage work from request intake through resolution.

GROWTH PATH AT SYCLONE

This role is a real step forward. Help Desk Technician II is where technicians who've mastered Tier 1/2 support take on greater ownership: handling more complex tickets, taking the lead on onsite field work, and taking on more of the onboarding, offboarding, and service coordination workload. From here, driven team members can track toward roles like Help Desk Team Lead and Help Desk Manager, or specialize deeper into security, cloud, or field services as Syclone continues to grow. We invest in the people who invest in us.

WHAT SUCCESS LOOKS LIKE

• Takes ownership of outcomes, not just tasks — thinking beyond "what was I asked to do" to "what does this client actually need," and acting on it.
• Operates on intent — states what they're going to do and why, then executes, rather than waiting to be told.
• Owns tickets from intake through resolution — driving issues to completion with minimal supervision, rather than passing them along when things get difficult.
• Delivers technical support clients actually trust — staying professional, responsive, and client-focused even when the problem or the client is difficult.
• Troubleshoots with confidence, remotely and on-site — knows how and when to solve it themselves versus loop in a teammate or vendor to get it done right.
• Documents like it matters — producing prompt, accurate, billing-ready records because good documentation protects the client and the team.
• Leaves client environments better than they found them — helping build secure, reliable, and standardized technology that clients can depend on.
• Spots opportunity, not just problems — bringing forward ideas that help clients and Syclone grow, not just fixing what's broken.

HELP DESK SUPPORT

• Troubleshoot hardware, software, network, and cloud-related issues
• Resolve Level 1 and Level 2 support requests
• Support Microsoft 365 environments
• Manage user accounts and permissions
• Respond to client tickets promptly
• Escalate with intent — bring the issue, what you've already tried, and what you recommend doing next

ONBOARDING AND OFFBOARDING (TEAM RESPONSIBILITY)

• User onboarding and offboarding
• Equipment deployment and recovery
• Microsoft 365 provisioning, license assignment, and security group management

SERVICE COORDINATION

• Work with the Help Desk Manager to get service work scheduled and sequenced
• Gather required information from clients
• Communicate project timelines
• Drive vendor issues to resolution — own the follow-up rather than waiting on a callback
• Ensure tickets progress without unnecessary delays

ONSITE SUPPORT

• Perform client site visits
• Install and configure hardware and networking equipment — racking and mounting servers, switches, routers, firewalls, and access points
• Deploy computers and peripherals
• Perform network troubleshooting
• Run and terminate network cabling, and maintain clean, organized cable management in racks and equipment rooms

CLIENT COMMUNICATION

• Communicate confidently and professionally
• Deliver updates proactively
• Set client expectations
• Manage difficult conversations professionally
• Build and maintain trusted client relationships

DOCUMENTATION

• Document promptly — notes go in as work happens, not at the end of the week
• Every ticket closes with a documented resolution, validation, or follow-up plan — never left open-ended
• Accurate ticket notes, client-facing documentation, and project notes

EXPERIENCE AND EDUCATION

Formal education is not required. Candidates should possess equivalent professional experience, with a minimum of 3-5 years in IT support or a related technical role, demonstrating strong technical troubleshooting ability, sound independent judgment, and experience operating in an SLA-driven service delivery environment.

CERTIFICATIONS (PREFERRED, NOT REQUIRED)

• CompTIA A+, Network+, and Security+
• Microsoft 365 Certified: Endpoint Administrator Associate
• Microsoft Certified: Azure Administrator Associate
• ITIL Foundation
• HDI Support Center Analyst or HDI Team Lead

Syclone invests in your growth — we cover the cost of certification exams for technicians pursuing these credentials.

TOOLS AND PLATFORMS

• Professional Services Automation (PSA) and ticketing systems
• Remote Monitoring and Management (RMM) platforms
• Remote access and support tools
• Microsoft 365 and Windows Server administration
• Active Directory and Azure AD / Entra ID
• Hands-on networking and infrastructure skills, including installing and configuring switches, routers, and firewalls, plus racking equipment and running network cabling
• Backup, disaster recovery, and business continuity solutions
• Endpoint security and cybersecurity best-practice tools
• Documentation systems and internal knowledge bases

PHYSICAL DEMANDS

This role requires the ability to lift and/or move items weighing up to 50 pounds on a frequent basis, along with regular standing, walking, bending, reaching, and kneeling for extended periods. Technicians must be able to climb and work on ladders, and may work in confined spaces, elevated areas, or outdoor/non-climate-controlled environments. Extended periods at a computer and on the phone or video calls are also required for help desk support and documentation duties. A valid driver's license and reliable transportation are required for travel between client sites. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.

WORK SCHEDULE

• Standard full-time schedule: Monday through Friday, 8:00 AM to 5:00 PM
• Flexibility required for early morning, evening, or weekend shifts based on operational needs
• Participates in the help desk team's after-hours on-call rotation, covering true service emergencies (such as full site outages, urgent security incidents, or account terminations) on a rotating weekly basis
• Additional hours may be required during system outages, deployments, or peak service periods
• Punctuality and consistent attendance are essential to meet service level agreements and ensure timely support for end users

TRAVEL REQUIREMENTS

Routine local travel to client sites is a regular part of this role, supporting hardware deployments, onsite troubleshooting, and general field service work within the local service area — though most day-to-day work is handled remotely from our office. This role is based out of our Dawsonville office and covers clients primarily in North Georgia. Because technicians must be able to get to the office quickly in the event of a service emergency, candidates must be able to reliably commute to the office in 30 minutes or less. Overnight or out-of-town travel is occasional. This may include travel to client sites outside of Georgia for larger projects or deployments, as well as professional development activities such as industry conferences, training events, or company meetings. Any such travel is planned in advance.
Syclone IT Solutions is an Equal Opportunity Employer.