Help Desk II

About Our Client

This organization operates within the IT service delivery sector, specializing in support for healthcare, medical, and life sciences clients. It addresses challenges related to operational stability, data security, and regulatory compliance such as HIPAA and PHI handling. The company provides managed IT services designed to maintain uptime and ensure high-quality technical support in environments with critical operational demands.

About the Opportunity

The HELP DESK TECHNICIAN II role serves as a key escalation point in the support team, managing complex technical issues from intake through resolution. This position contributes to maintaining secure and reliable IT environments for clients by providing expert troubleshooting, technical mentorship, and ensuring adherence to service standards. The role is vital for sustaining operational efficiency and supporting client needs in regulated healthcare and life sciences settings.

Responsibilities

• Serve as Tier 2 escalation for advanced hardware, software, and network issues.
• Administer and troubleshoot Microsoft 365, Entra ID, Active Directory, and Intune-managed devices.
• Resolve Windows 10/11 OS issues including user profile, printer, network, and MFA problems.
• Implement foundational security practices including MFA administration and endpoint protection monitoring.
• Manage endpoint security and patching to meet security and SLA standards.
• Utilize RMM and PSA tools for ticket management, patching, alerts, and asset tracking.
• Collaborate with infrastructure and project teams on deployments, migrations, and upgrades.
• Perform proactive system monitoring and maintenance to ensure uptime.
• Maintain accurate documentation including knowledge bases, network diagrams, and SOPs.
• Identify recurring issues or inefficiencies and escalate or propose solutions.
• Mentor Help Desk I technicians in ticket resolution and professional development.
• Participate in emergency on-call rotations for after-hours incident response.
• Engage in knowledge sharing, training, and process improvement initiatives.

Requirements

• Experience with Microsoft 365 and Azure platform setup, configuration, and troubleshooting.
• Knowledge of Active Directory administration including GPOs and hybrid identity.
• Proficiency in ticket triage, prioritization, and root cause analysis in MSP or professional services.
• Familiarity with endpoint and mail security tools such as EDR and MFA platforms.
• Basic understanding of networking fundamentals and exposure to firewall and wireless technologies.
• Basic familiarity with backup and storage solutions.
• Awareness of AI concepts related to security and data governance.
• Experience working in environments with HIPAA and PHI regulatory requirements.
• Strong troubleshooting, communication, and critical thinking skills.
• Ability to manage multiple priorities and work independently.
• Demonstrated mentoring skills.
• Commitment to continuous professional development and technical certification.
• Bachelor's degree in related field preferred.
• Minimum of 3 years IT support experience, preferably in MSP or professional services.
• Certifications such as CompTIA Network+ or Microsoft 365 Certified Modern Desktop Administrator preferred.

Note: RemoteHunter is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.