Help Desk Technician II

Intrada Technologies Inc•Muncy, PA

4d•$24 - $29•Onsite

About The Position

Excellent communication with both technical and non‑technical users.This mid-level technical position is responsible for maintaining high-quality white-glove IT services and support for our Clients/Customers. Our goal is to deliver excellent technical and non-technical support with exceptional customer service and follow-through. This position is part of the Network Operations Center team so candidates must be passionate about technology, highly skilled at providing amazing customer service, and have the ability to thrive in a fast paced and high pressure environment.

Requirements

Solid understanding of networking fundamentals (TCP/IP, VLANs, firewalls, routing).
At least 2 – 4 years of experience working in IT Service Team/MSP Team Environment
Familiarity with virtualization platforms (Hyper‑V, VMware) and cloud technologies.
Strong diagnostic, system configuration, and troubleshooting abilities.
Excellent communication with both technical and non‑technical users.
Strong documentation, multitasking, and time‑management skills.
Ability to work independently while supporting multiple client environments simultaneously
Positive attitude, towards people and problems
Work effectively with staff in a team-oriented environment with a positive, can-do attitude.
Adept in developing and maintaining strong relationships with management, staff, vendors and clients.
Exhibit a high degree of professionalism, balanced business judgment, tact and diplomacy.
Excellent problem-solving skills, in both mundane and highly-sensitive, albeit complex situations.

Nice To Haves

CompTIA Network+, Security+
Microsoft certification (Cloud, MCSA/MCSE, Azure role‑based)
Cisco CCNA, VMware VCP

Responsibilities

Install, configure, and maintain hardware, software, advanced endpoint security tools, and system patches.
Extensive knowledge working with and setting up Active Directory and Azure AD
Perform timely workstation hardware and software upgrades as required
Resolve complex support tickets escalated from Level 1 involving desktops, servers, network hardware, cloud services, phone systems, camera systems, and security tools.
Troubleshoot issues in Windows 11, Windows Server (2016–2025), Active Directory, M365, and Azure/Entra ID.
Diagnose and fix LAN/WAN problems, firewalls, routers, switches, VPNs, DNS, DHCP, and other core networking components.
Provide remote assistance using RMM and PSA platforms
Document troubleshooting steps, resolutions, and environment changes according to MSP standards.
Visit client sites for advanced troubleshooting, hardware and software deployment, infrastructure support and projects.
Setup, manage and support M365 tenants (Exchange Online, SharePoint, Teams) and Microsoft Entra ID identity environments.
Perform onboarding/offboarding including account creation, hardware setup, and system provisioning.
Work closely with Level 3 or senior engineers for complex projects or high‑severity issues.