Helpdesk Technician II – 2nd Shift, Hawaiian Standard Time

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

📋 Description

• Offer daily support for the deployment, troubleshooting, and upkeep of client IT systems.

• Oversee client IT system infrastructure along with associated processes.

• Remotely diagnose and resolve client requests related to end-user hardware, software, and cloud services.

• Deliver operational assistance for desktop and server operating systems, Microsoft Office 365, Azure, Teams, OneDrive, SharePoint, networking devices, line-of-business applications, backup and disaster recovery, hardware peripherals, and mobile devices/mobile device management.

• Provide escalation support for Level I Helpdesk personnel.

• Assist with the onboarding and offboarding processes for clients, systems, and users.

• Deploy and sustain security tools and management agents.

• Keep current notes and time entries for requests in the helpdesk ticketing system.

• Develop and maintain thorough documentation for both internal and client systems.

• Collaborate with third-party vendors to resolve issues as necessary.

• Deliver exceptional customer support within a dynamic remote Managed Services Practice.

⛳️ Requirements

• At least 2+ years of experience in a Managed Service Provider (MSP) environment.

• Minimum of 5+ years’ experience in an Information Technology Helpdesk utilizing remote support tools.

• Familiarity with a helpdesk ticketing system for incident tracking and time entry (ConnectWise Manage preferred).

• Previous experience with Remote Monitoring and Management (RMM) tools (e.g., Automate, Labtech, Continuum, NinjaOne, etc.).

• Ability to provide outstanding customer service in all circumstances.

• Strong troubleshooting, problem-solving, and verbal/written communication skills.

• Experience with Microsoft Windows desktop and server operating systems.

• Knowledge in Microsoft Office 365 / Azure administration.

• Proficiency in Microsoft Server Active Directory / Group Policy.

• Moderate networking experience, including remote configuration and troubleshooting (TCP/IP, WIFI, VPN).

• Understanding of Microsoft Cloud Technologies such as Office 365, Azure, Azure Entra ID, Endpoint Protection, Intune, Autopilot, etc.

• Familiarity with scripting and automation tools is a plus.

• Proven ability to work effectively in a team environment.

• Must be authorized to work for any employer in the U.S.

• Preferred Education, Experience, & Skills: Bachelor’s degree from an accredited university in Computer Science, Engineering, or a related field.

• Preferred experience with security technologies, including Multifactor Authentication, Encryption, SIEM/SOAR, and Endpoint Detection and Response.

• Preferred certifications: Microsoft MD100/101, AZ900, AZ104, CompTIA Security+, Network+.

• Excellent organizational skills, including the ability to prioritize conflicting tasks.

• Capability to work independently, remotely, and collaboratively within a team.

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and certifications.

• Flexible working hours and remote work options.

• Dynamic work environment with a supportive team.