Level II Helpdesk Technician

Acture Solutions Inc•Hauppauge, NY

6d•$55,000 - $65,000•Onsite

About The Position

Acture Solutions is looking for a dedicated and service-minded Level II Helpdesk Technician to join our on-site support team. If you thrive on solving complex technical problems, supporting end users, mentoring teammates, and making a meaningful impact in the education sector, this is your opportunity to grow in a supportive, people-first environment. As a Level II Helpdesk Technician, you'll serve as the primary escalation point for technical issues beyond the scope of Level I support, delivering advanced troubleshooting, systems administration, and exceptional customer service.

Requirements

3 years of Helpdesk, Desktop Support, or IT Support experience in a professional environment
CompTIA A+ certification or equivalent foundational technical certification
Advanced knowledge of Windows desktop operating systems and Microsoft 365 administration
Working knowledge of Active Directory, Microsoft Entra ID (Azure AD), Group Policy, and identity management concepts
Strong understanding of networking fundamentals including DNS, DHCP, VPN, TCP/IP, wireless networking, and network troubleshooting methodologies
Experience supporting endpoint management, patch management, antivirus, and endpoint security solutions
Strong hardware troubleshooting and break/fix experience with desktops and laptops
Experience managing help requests through an IT ticketing system
Excellent oral and written communication skills with the ability to interact effectively across all levels of an organization
Strong organizational skills with the ability to manage multiple priorities and contribute to technical projects
Professional, organized, customer-focused, and able to work independently while collaborating effectively with a team
Frequent Travel Required 25-50%
Applicants must currently reside within an hour commute of the job posting location. Relocation will not be considered.
This position is not approved for Visa sponsorship now or in the future. U.S. Citizen or Green Card required.
A valid driver’s license and fingerprinting check are required.

Nice To Haves

CompTIA Network+, Microsoft Certified: Modern Desktop Administrator Associate, Azure Fundamentals, or equivalent certifications preferred
Experience supporting users in a Managed Service Provider (MSP) environment preferred
Experience supporting the education sector is a plus
A customer-first mindset with a passion for helping others
Detail-oriented, organized, and eager to grow professionally
Able to juggle priorities and resolve issues efficiently

Responsibilities

Owning the resolution of complex technical issues escalated from Level I through advanced troubleshooting and root cause analysis
Administering and supporting Microsoft 365, Active Directory, Microsoft Entra ID (Azure AD), Group Policy, and endpoint management solutions
Managing Windows desktop operating systems and supporting users in Windows domain environments
Supporting endpoint security, antivirus, patch management, and core IT infrastructure
Performing advanced hardware, software, operating system, and application troubleshooting
Troubleshooting networking issues including DNS, DHCP, TCP/IP, VPN, wireless connectivity, and network infrastructure
Leading workstation deployments, hardware refreshes, client onboarding, and assigned IT infrastructure projects
Installing, configuring, and supporting desktops, laptops, Chromebooks, iPads, printers, and other peripheral devices
Coordinating with vendors to resolve technical issues and complete project deliverables
Maintaining detailed technical documentation, knowledge base articles, and accurate service ticket records
Identifying opportunities for automation, process improvement, and operational efficiencies
Mentoring and providing technical guidance to Level I Helpdesk Technicians
Collaborating with Systems Engineers and other technical teams to resolve complex issues
Upholding IT policies and ensuring compliance with company standards and security best practices
Interacting professionally and positively with teachers, staff, administrators, executives, engineers, vendors, and peers