Helpdesk Technician II

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

📋 Description

• Deliver daily assistance for the setup, troubleshooting, and upkeep of client IT systems.

• Oversee client IT system infrastructure along with associated processes.

• Troubleshoot remotely and address client requests related to end-user hardware, software, and cloud services.

• Offer operational support for desktop and server operating systems, Microsoft cloud services, networking devices, line-of-business applications, backup and disaster recovery, hardware peripherals, and mobile devices/MDM.

• Provide escalated support for Level I Helpdesk personnel.

• Aid in the onboarding and offboarding processes for clients, systems, and users.

• Implement and sustain security tools and management agents.

• Keep updated notes and time entries for requests within the helpdesk ticketing system.

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

• Collaborate with third-party vendors to resolve issues.

• Deliver outstanding customer service in a dynamic remote Managed Services Practice.

⛳️ Requirements

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

• A minimum of 5+ years in an Information Technology Helpdesk role utilizing remote support tools.

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

• Prior experience with Remote Monitoring and Management (RMM) tools such as Automate, Labtech, Continuum, or NinjaOne.

• Proficient in Microsoft Windows desktop and server operating systems.

• Experience with Microsoft Office 365/Azure administration.

• Proficient in Microsoft Server Active Directory/Group Policy.

• Moderate networking expertise, including the remote configuration and troubleshooting of TCP/IP, Wi-Fi, and VPN.

• Knowledge of Microsoft cloud technologies such as Office 365, Azure, Azure Entra ID, Endpoint Protection, Intune, and Autopilot.

• Familiarity with scripting and automation tools is advantageous.

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

• Capability to provide exceptional customer service.

• Proven ability to thrive in a team-oriented environment.

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

• A bachelor's degree from an accredited university in Computer Science, Engineering, or a related field is preferred.

• Experience with multifactor authentication, encryption, SIEM/SOAR, and endpoint detection and response is preferred.

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

• Excellent organizational skills with the ability to manage competing priorities.

• Ability to work independently, remotely, and collaboratively as part of a team.

• Availability for some on-call, shift, and evening hours.

🏝️ Benefits

• Opportunity for remote work.

• Potential for travel to client locations.

• Approximately 20% travel opportunity.

• Some on-call, shift, and evening work involved.