Helpdesk Engineer - Level II
About The Position
As a Help Desk II Technician, you will play a key role in delivering high-quality technical support to our clients. You’ll be responsible for troubleshooting issues, managing service requests, and ensuring the reliability and security of client systems. This role is ideal for a client-focused IT professional who thrives in a fast-paced environment, enjoys problem-solving, and values strong documentation and process discipline. The ideal candidate is a proactive, service-oriented IT professional who takes ownership of issues and follows them through to resolution, communicates clearly and confidently with both technical and non-technical users, thrives in a fast-paced MSP environment and can manage multiple priorities, is detail-oriented and values thorough documentation, enjoys learning new technologies and continuously improving their skillset, and works well independently while contributing positively to a team.
Requirements
- High school diploma or equivalent (degree preferred)
- 3+ years IT support experience
- Microsoft 365 or Azure Fundamentals certification
- Strong communication and customer service skills
- Ability to manage priorities under pressure
- Active Directory (on-prem & Azure AD)
- Microsoft 365 administration and support
- Networking fundamentals(DHCP, DNS, IP addressing, switches, firewalls)
- Remote access tools(VPN, Remote Desktop, RD Gateway, TruGrid)
- Virtualization(Hyper-V, VMware/ESXi)
Nice To Haves
- Cisco Meraki
- AnyConnect VPN
- Todyl SGN
- ConnectWise PSA or equivalent
Responsibilities
- Deliver responsive, professional technical support to clients across various environments
- Troubleshoot hardware, software, and network issues (remote and onsite)
- Manage and prioritize service tickets, ensuring timely resolution and proper escalation
- Maintain accurate and detailed documentation in ConnectWise and IT Glue
- Document system configurations, incidents, and resolutions clearly and thoroughly
- Communicate effectively with clients via phone, email, and Microsoft Teams
- Participate in an after-hours, on-call rotation
- Perform system analysis to identify technical requirements and solutions
- Track time and maintain accurate service records
- Stay current with emerging technologies, tools, and industry best practices
Benefits
- Health, dental, vision
- 401(k) with match
- PTO and holidays
- Training opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
