Help Desk Support/Technical Support - Remote
Green Key Resources
Level 2 Help Desk Technician About the Role
We are seeking a motivated and technically skilled Level 2 Help Desk Technician to join our growing team. This role is ideal for an IT professional who enjoys troubleshooting complex technical issues, working directly with end users, and supporting a variety of modern technologies across multiple client environments.
As a Level 2 Technician, you will serve as an escalation point for advanced support issues, provide onsite and remote assistance, and participate in infrastructure projects and technology deployments. This position offers excellent growth opportunities for someone looking to expand their expertise in cloud technologies, networking, security, and systems administration.
Key Responsibilities
Provide Level 2 technical support via phone, email, remote support tools, and onsite client visits
Troubleshoot and resolve escalated issues involving Windows desktops, laptops, printers, mobile devices, and business applications
Administer and support Microsoft 365 environments, including Exchange Online, Teams, SharePoint, OneDrive, and Intune
Manage user accounts, permissions, and access within Active Directory and Entra ID
Support networking technologies including TCP/IP, DNS, DHCP, VLANs, VPNs, wireless networks, switches, and firewalls
Deploy, configure, and maintain workstations, hardware, and software
Assist with system upgrades, migrations, cloud deployments, and infrastructure projects
Utilize RMM and PSA platforms to monitor, troubleshoot, and proactively maintain client environments
Document ticket resolutions, procedures, and technical environments
Collaborate with senior engineers on advanced troubleshooting and project work
Maintain a high level of customer service and professionalism during client interactions
Required Qualifications
- 2-5 years of Help Desk, Desktop Support, or MSP experience
- Strong troubleshooting skills across Windows operating systems and Microsoft technologies
- Experience supporting Microsoft 365, Exchange Online, Teams, SharePoint, and Intune
- Working knowledge of Active Directory, Group Policy, and Entra ID
- Solid understanding of networking concepts including TCP/IP, DNS, DHCP, VPNs, wireless networking, switching, and firewall fundamentals
- Ability to independently diagnose and resolve technical issues
- Strong communication and customer service skills
- Valid driver's license and ability to travel locally to client sites
Preferred Qualifications
Experience with ConnectWise, Datto RMM, NinjaOne, Autotask, Kaseya, or similar tools
Microsoft Intune administration experience
Basic PowerShell scripting knowledge
Familiarity with Microsoft Azure services
Exposure to backup, cybersecurity, endpoint protection, and VoIP solutions
Relevant certifications such as CompTIA A+, Network+, Security+, or Microsoft certifications
$25 - $28 per hour
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