Help Desk Support Technician (Level II)

Summary A growing Managed IT Services provider in Dallas, TX is seeking a skilled Help Desk Support Technician (Level II) to join their team. This role is ideal for an IT professional with hands‑on experience supporting business environments, including Windows-based workstations and servers, networking infrastructure, and various hardware/software platforms. The right candidate will be comfortable handling escalations, troubleshooting complex issues, and delivering high‑quality technical support in a fast‑paced MSP setting. Duties & Responsibilities Technical Support & Troubleshooting Provide advanced support for Windows 10/11 desktop environments Troubleshoot and maintain Windows Server 2016 and 2019 systems Diagnose and resolve networking and connectivity issues Interpret system and event logs to identify root causes and implement solutions Respond to and resolve escalated support tickets requiring deeper technical expertise Systems Monitoring & Incident Response Monitor RMM and alerting systems to proactively address performance or security concerns Follow documented procedures to remediate alerts and system issues User & Infrastructure Support Manage new user setup, onboarding, and account provisioning Install and configure network equipment and related infrastructure Support LAN/WAN environments, including maintenance and troubleshooting Deploy and support network hardware Facility & Peripheral Systems Support Provide support for integrated systems such as access control, security devices, lighting, and HVAC connectivity Qualifications & Requirements Minimum of three (3) years of experience in roles such as IT Help Desk, Desktop Support Technician, IT Support Analyst, or Service Desk Technician Experience with firewall and network administration, specifically SonicWall and/or Meraki Working knowledge of troubleshooting desktops, servers, and network infrastructure Strong customer service orientation with a professional and approachable demeanor Excellent written and verbal communication skills, including the ability to explain technical concepts clearly Dependable and self‑motivated with a strong sense of accountability Eagerness to continue learning and expanding technical expertise Employment Type: Full time Location: Dallas, TX #J-18808-Ljbffr Staffing Management Group