Help Desk II

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as a Tier 2 escalation point for Help Desk I technicians.

• Address complex hardware, software, and network issues.

• Administer and support Microsoft 365, Intune, and Active Directory environments, including GPOs and security settings.

• Troubleshoot Windows 10/11 operating system issues, user profile corruption, printer and network connectivity, and MFA-related concerns.

• Oversee endpoint security and patch management using SentinelOne, ThreatLocker, and N-able.

• Create documentation for technical processes and knowledge base articles for internal reference.

• Collaborate with infrastructure and project teams on system deployments and server upgrades.

• Conduct proactive system monitoring and maintenance to ensure optimal uptime and performance.

• Clearly communicate technical solutions to clients and team members.

• Manage tickets from start to finish and provide mentorship to junior technicians.

⛳️ Requirements

• Strong technical expertise in Windows environments, networking basics, and Microsoft cloud services.

• Experience in ticket triage, prioritization, and root cause analysis within an MSP framework.

• Familiarity with popular COTS tools such as SentinelOne, ThreatLocker, DUO, and N-able.

• Excellent communication, customer service, and mentoring skills.

• Capability to manage multiple client environments and competing priorities efficiently.

• Security-oriented mindset with an emphasis on compliance and best practices.

• A minimum of 3 years of IT support experience, preferably in a Managed Service Provider or professional services context.

• Experience in supporting Microsoft 365, Intune, MFA, and DNS.

• Some knowledge of firewalls.

• Bachelor’s degree in Information Systems, Computer Science, or a related field is preferred.

• Certifications such as CompTIA Network+ or Microsoft 365 Certified: Modern Desktop Administrator, or their equivalents, are preferred.

🏝️ Benefits

• Opportunities to grow into project work or system administration roles.

• Exposure to enterprise-level tools and clients across diverse industries.