Help Desk Specialist

IT TechPros, Inc. • Escondido, CA

2d

About The Position

The Help Desk II Technician is a mid-level IT support role designed for professionals with hands-on technical experience and strong customer-facing skills. This position builds on Help Desk I responsibilities and requires deeper technical knowledge, greater autonomy, and the ability to troubleshoot and resolve more complex issues across systems, networks, and applications. Help Desk II technicians handle escalations from Help Desk I for issues that require greater technical depth and experience, while continuing to support reliable, secure, and efficient IT environments.

Requirements

• 2-5 years of experience in a help desk or technical support role
• Strong working knowledge of Windows operating systems and basic macOS support
• Experience supporting Microsoft 365 and common business productivity tools
• Solid understanding of networking fundamentals such as DNS, DHCP, TCP/IP, VPNs, and Wi-Fi
• Hands-on experience with Active Directory and basic Azure AD administration
• Familiarity with endpoint management, remote support tools, and ticketing systems
• Proven ability to troubleshoot independently and manage multiple issues at once
• Strong customer service skills with experience interacting directly with end users
• Ability to explain technical concepts clearly to non-technical audiences

Responsibilities

• Provide Tier 1-2 technical support for desktops, laptops, mobile devices, operating systems, and business applications
• Receive and resolve escalated tickets from Help Desk I that require deeper technical investigation
• Troubleshoot hardware, software, network connectivity, and performance issues both remotely and onsite
• Traveling to client locations to assist with hands-on troubleshooting (all client sites are within 25 miles of the office)
• Support Windows and macOS environments, including user profiles, system configurations, and OS-level troubleshooting
• Manage and support Microsoft 365, including Exchange, Teams, SharePoint, and OneDrive
• Assist with user account management in Active Directory and Azure AD, including permissions, group policies, and password issues
• Identify recurring issues and recommend long-term fixes or process improvements
• Document solutions, troubleshooting steps, and known issues in the ticketing system and internal knowledge base
• Communicate clearly with end users, setting expectations and providing timely updates
• Support onboarding and offboarding processes, including device setup and access provisioning
• Assist with patching, updates, and basic security tasks under established procedures
• Participate in an on-call rotation, including occasional weekend coverage, to support client needs
• Collaborate with senior engineers and other departments on projects and larger technical initiatives

Benefits

• Health and dental coverage to support your well-being
• Generous vacation time that increases with tenure, giving you time to rest and recharge
• Ongoing training and certification support to continue building your technical skills
• Real-world experience with a well-established MSP and opportunities for career advancement
• Team lunches and seasonal events at some of San Diego’s best spots

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed