Helpdesk Technician II

Essential Responsibilities

• Ability to provide exceptional customer support in a fast-paced remote Managed Services Practice
• Remotely troubleshoot and resolve client requests involving end-user hardware, software, and cloud services
• Provide day-to-day operational support for: Desktop and Server Operating Systems (Windows, Mac, Linux), Microsoft Office 365, Azure, Teams, OneDrive, SharePoint, Networking Devices (firewalls, switches, wireless access points), Line of Business Applications, On-premise and Cloud Backup and Disaster Recovery, Hardware peripherals (printers, monitors, docking stations, webcams, etc.), Mobile Devices / Mobile Device Management (MAM / MDM)
• Provide escalation support as necessary for Level I Helpdesk staff
• Aid with the onboarding and offboarding of clients, systems, and users
• Deploy and maintain security tools and management agents
• Maintain current notes and time entries for all requests in the helpdesk ticketing system
• Create and maintain comprehensive documentation for internal and client systems
• Work with third-party vendors to remediate issues as needed

Required Education, Experience, & Skills

• Minimum 2+ years working for a Managed Service Provider (MSP)
• Minimum of 5+ years’ experience working on an Information Technology Helpdesk using remote support tools
• Prior experience using a helpdesk ticketing system for incident tracking and time entry (ConnectWise Manage preferred)
• Experience using Remote Monitoring and Management (RMM) tools (i.e. – Automate, Labtech, Continuum, NinjaOne, etc.)
• Ability to provide exceptional customer service in all situations
• Possess strong troubleshooting, problem-solving, and verbal/written communication skills
• Experience with Microsoft Windows desktop and server operating systems
• Experience with Microsoft Office 365 / Azure administration
• Proficiency with Microsoft Server Active Directory / Group Policy
• Moderate networking experience including remote configuration and troubleshooting (TCP/IP, WIFI, VPN)
• Knowledge of Microsoft Cloud Technologies including Office 365, Azure, Azure Entra ID, Endpoint Protection, Intune, Autopilot, etc.
• Knowledge of scripting and automation tools a plus
• Demonstrated ability to work in a team environment

Preferred Education, Experience, & Skills

• Bachelor’s degree from an accredited university in Computer Science, Engineering, or a related field
• Experience with Security Technologies: Multifactor Authentication, Encryption, SIEM/SOAR, Endpoint Detection and Response
• Preferred Certifications: Microsoft MD100/101, AZ900, AZ104, CompTIA Security+, Network+

Work Environment

• This role is Remote with the potential for travel to client sites
• Travel expectations - approximately 20%
• Some on-call, shift, and evening work

Budgeted Pay Range

$70,000 USD - $83,000 USD