Help Desk Specialist

About the Role

The Help Desk II serves as an escalation point for complex support tickets, providing advanced troubleshooting and technical leadership within the support team. This full-time role involves managing support tickets end-to-end, implementing technical solutions, and mentoring junior technicians across diverse client environments to ensure operational stability and high service quality.

Responsibilities

• Serve as a Tier 2 escalation point for Help Desk I technicians, resolving advanced hardware, software, and network issues.
• Support and manage Microsoft 365, Intune, and Active Directory environments, including Group Policy Objects (GPOs) and security configurations.
• Troubleshoot Windows 10 and Windows 11 operating system issues, user profile corruption, printer and network connectivity, and multi-factor authentication (MFA) problems.
• Manage endpoint security and patch management utilizing tools such as SentinelOne, ThreatLocker, and N-able.
• Document technical processes and author knowledge base articles for internal use.
• Collaborate with infrastructure and project teams to assist with deployments and server upgrades.
• Perform proactive system monitoring and maintenance to ensure uptime and performance.
• Communicate technical solutions clearly to clients and team members.

Qualifications

• 3+ years of IT support experience.
• Experience supporting Microsoft 365, Intune, multi-factor authentication (MFA), and DNS.
• Exposure to firewalls.
• Strong technical proficiency across Windows environments, networking fundamentals, and Microsoft cloud services.
• Experience with ticket triage, prioritization, and root cause analysis in a managed service provider (MSP) setting.
• Familiarity with common commercial off-the-shelf (COTS) tools, such as SentinelOne, ThreatLocker, DUO, and N-able.
• Strong communication, customer service, and mentoring abilities.
• Demonstrated ability to manage multiple client environments and competing priorities effectively.
• Security-first mindset focused on compliance and best practices.

Required Skills

• Advanced hardware, software, and network troubleshooting.
• Microsoft 365, Intune, Active Directory, and Group Policy Objects (GPOs) management.
• Windows 10 and Windows 11 support.
• Endpoint security and patch management with tools such as SentinelOne, ThreatLocker, DUO, and N-able.
• Ticket triage, prioritization, and root cause analysis.
• Strong communication, customer service, and mentoring abilities.
• Security-first mindset focused on compliance and best practices.

Preferred Skills

• Bachelor’s degree in Information Systems, Computer Science, or a related discipline.
• Experience in a Managed Service Provider (MSP) or professional services environment.
• CompTIA Network+, Microsoft 365 Certified: Modern Desktop Administrator, or equivalent technical certifications.

Employment Type: Full time. Location: United States.