Help Desk Technician II

Syclone IT Solutions•Dawsonville, GA

1d•$26 - $32•Hybrid

About The Position

The Help Desk Technician II is a full-time, non-exempt (hourly) role on our Help Desk team. It's a hybrid position 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 regular onsite visits to client sites. 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.

Requirements

Minimum of 3-5 years in IT support or a related technical role
Strong technical troubleshooting ability
Sound independent judgment
Experience operating in an SLA-driven service delivery environment
Strong understanding of service delivery in an SLA-driven environment, with a clear focus on consistently meeting response and resolution time commitments
Excellent organizational, prioritization, and time-management skills
Clear, professional communication skills with clients, technicians, and leadership
Strong decision-making and problem-solving abilities, including the confidence to think critically and act independently
Commitment to continuous improvement, process maturity, and service quality
High level of personal accountability
Strong customer service orientation
A positive, can-do attitude that holds up under pressure
Adaptability and flexibility
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
Valid driver's license and reliable transportation

Nice To Haves

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

Responsibilities

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
User onboarding and offboarding
Equipment deployment and recovery
Microsoft 365 provisioning, license assignment, and security group management
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
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
Communicate confidently and professionally
Deliver updates proactively
Set client expectations
Manage difficult conversations professionally
Build and maintain trusted client relationships
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