Helpdesk Technician II

Remote (United States)

About the Role

This opportunity is for an experienced Helpdesk Technician II who will provide day-to-day support for the implementation, troubleshooting, maintenance, and administration of client IT systems and infrastructure. The role supports both on-premises and cloud-based environments while serving as a trusted technical resource for end users and business clients.

The ideal candidate has strong experience supporting diverse IT environments, resolving technical issues remotely, maintaining secure systems, and delivering outstanding customer service in a fast-paced managed services environment.

Status: Full-Time

Compensation: $33.65 - $39.90 per hour

What You'll Do

Technical Support

• Provide exceptional customer support in a fast-paced remote managed services environment.
• Remotely troubleshoot and resolve client issues involving end-user hardware, software, and cloud services.
• Provide day-to-day operational support for Windows, macOS, and Linux desktop and server operating systems.
• Support Microsoft 365 services, including Azure, Teams, OneDrive, and SharePoint.
• Support networking infrastructure, including firewalls, switches, wireless access points, TCP/IP, Wi-Fi, and VPN connectivity.
• Support line-of-business applications used within client environments.
• Maintain and support on-premises and cloud-based backup and disaster recovery solutions.
• Support hardware peripherals including printers, monitors, docking stations, webcams, and related equipment.
• Support mobile devices and Mobile Application Management (MAM) and Mobile Device Management (MDM) platforms.
• Deploy, configure, and maintain security tools and management agents.

Operations & Administration

• Provide escalation support for Level I Helpdesk technicians when necessary.
• Assist with onboarding and offboarding of users, client systems, and environments.
• Maintain accurate ticket notes, documentation, and time entries within the helpdesk ticketing system.
• Create and maintain comprehensive documentation for internal and client IT environments.
• Coordinate with third-party vendors to resolve technical issues when required.
• Support the ongoing implementation, maintenance, and administration of client IT infrastructure.

Qualifications

• Minimum 2 years of experience working for a Managed Service Provider (MSP).
• Minimum 5 years of experience working in an Information Technology Helpdesk environment using remote support tools.
• Experience using helpdesk ticketing systems for incident tracking and time entry.
• Experience with ConnectWise Manage is preferred.
• Experience using Remote Monitoring and Management (RMM) platforms such as Automate, LabTech, Continuum, NinjaOne, or similar solutions.
• Excellent customer service skills with the ability to deliver professional technical support in all situations.
• Strong troubleshooting, analytical, problem-solving, verbal communication, and written communication skills.
• Experience supporting Microsoft Windows desktop and server operating systems.
• Experience administering Microsoft 365 and Microsoft Azure environments.
• Proficiency with Microsoft Active Directory and Group Policy.
• Moderate networking experience including remote configuration and troubleshooting of TCP/IP, Wi-Fi, and VPN technologies.
• Knowledge of Microsoft cloud technologies including Microsoft 365, Azure, Azure Entra ID, Endpoint Protection, Intune, and Autopilot.
• Knowledge of scripting and automation tools is considered a plus.
• Demonstrated ability to work effectively within a collaborative team environment.
• Must be authorized to work for any employer in the United States.

Preferred Qualifications

• Bachelor's degree in Computer Science, Engineering, or a related technical field.
• Experience with security technologies, including Multifactor Authentication (MFA), encryption, SIEM/SOAR platforms, and Endpoint Detection and Response (EDR).
• Microsoft certifications including MD-100, MD-101, AZ-900, or AZ-104.
• CompTIA Security+ certification.
• CompTIA Network+ certification.
• Excellent organizational skills with the ability to balance multiple priorities.
• Ability to work independently, remotely, and collaboratively within a team environment.

Work Environment

• Approximately 20% travel to client sites may be required.
• Participation in on-call rotations, shift schedules, and evening support may be required.