Help Desk Technician II

Position Overview

A Helpdesk Tech II is responsible for providing clients with remote and on-site IT support. This role supports technicians by performing secondary triage, diagnosis, and troubleshooting of tickets received via email, phone, and other channels. The role also handles escalations when issues cannot be resolved at the first level, ensuring proper documentation and effective knowledge transfer.

Key Responsibilities

• Serve as the escalation point for other technical staff.
• Respond to incoming Help Desk emails, calls, voicemails, portal submissions, and live chats from clients and internal staff.
• Troubleshoot, analyze, resolve, track, escalate, and accurately document various technical problems including software, hardware, and client-specific applications.
• Perform diagnosis and triage of desktop, server, and network systems/hardware.
• Demonstrate thorough knowledge of PSA and RMM tools for ticket tracking and automation.
• Maintain meticulous time entry and calendar management within the ticket tracking system.
• Communicate technical ideas clearly to non-technical individuals or small groups.
• Perform regular on-site visits to client locations.
• Undertake other duties as assigned.

Required Qualifications

• Minimum 2 or more years of experience in a similar role.
• Great customer service skills.
• Intermediate to advanced troubleshooting abilities with several technologies.
• Professional appearance and behavior.
• Experience with Windows Desktop and Server Operating Systems.
• Familiarity with Microsoft Exchange, Office 365, and/or other email solutions.
• Basic to advanced maintenance and management of Active Directory domains.
• Understanding of basic network design including firewalling and routing (Enterprise Routers / L3 switches).
• Experience leveraging group policy for automation and standardization.
• Knowledge of Enterprise Backup and Disaster Recovery Solutions.
• Basic exposure to enterprise-grade Wi-Fi auditing, configuration, and deployment.
• Certifications such as CompTIA A+, Net+, or Sec+.

Preferred Qualifications

• Experience with PowerShell 2 and 3, Bash, or similar scripting languages.
• Familiarity with Apple Products/Macintosh Operating Systems in a business/enterprise environment.
• Experience with virtualization technologies such as Hyper-V or VMware.
• Knowledge of Enterprise Mobile Device Management and mobile app administration.
• Familiarity with various compliancy/regulatory laws (e.g., HIPAA, PCI).
• Certifications such as Microsoft Certification(s) (MCP, MSCE, etc.).