IT Helpdesk Technician II

Employment Type: Full-Time

Work Model: Onsite

Salary: $55,000 – $65,000

Reports To: Service Delivery Manager

Position Overview

We are seeking an experienced Level 2 IT Helpdesk Technician to provide remote and onsite technical support across a wide range of client environments. This role is responsible for troubleshooting and resolving issues involving Microsoft technologies, networking, cloud services, cybersecurity, and end-user devices while delivering an exceptional customer experience.

The ideal candidate is customer-focused, technically strong, and enjoys working in a fast-paced Managed Services (MSP) environment.

Ideal Candidate

You're a proactive IT professional who enjoys solving technical problems while delivering outstanding customer service. You thrive in an MSP environment, communicate well with users of all technical levels, and take pride in building long-term client relationships through responsive, high-quality support.

What You'll Do

• Troubleshoot and resolve hardware, software, networking, cloud, and end-user support issues
• Provide remote and onsite support for client environments
• Manage incidents, alerts, and service requests while identifying root causes and recommending long-term improvements
• Escalate complex issues when appropriate while maintaining ownership through resolution
• Administer and troubleshoot Active Directory and Microsoft 365 environments
• Perform PC deployments, imaging, hardware installations, and datacenter walk-throughs
• Document support tickets, client communications, infrastructure, and technical resolutions
• Maintain client environments according to established operational and technology standards
• Educate clients on technology best practices and provide follow-up to ensure satisfaction
• Participate in an on-call rotation and travel to client sites as needed
• Contribute ideas that improve processes, procedures, and client environments

Required Qualifications

• MSP experience
• Strong customer service and communication skills
• Ability to explain technical concepts to non-technical users
• Experience supporting:
• Active Directory
• Microsoft 365 administration and troubleshooting
• Windows and macOS operating systems
• Basic networking (DNS, DHCP, wireless, connectivity)
• Basic cybersecurity concepts and best practices
• Strong troubleshooting, documentation, and problem-solving skills
• Ability to work independently and collaboratively in a team environment
• Excellent attention to detail and organizational skills