Help Desk Support Technician (Level II)
K2 Staffing
Job Description
Job Description
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 & ResponsibilitiesTechnical 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
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
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