Help Desk Support Technician (Level II)

Summary

A growing Managed IT Services provider in Dallas, TX is seeking a skilled Help Desk Support Technician (Level II) to join their team. This role is ideal for an IT professional with hands-on experience supporting business environments, including Windows-based workstations and servers, networking infrastructure, and various hardware/software platforms. The right candidate will be comfortable handling escalations, troubleshooting complex issues, and delivering high-quality technical support in a fast-paced MSP setting.

Duties & Responsibilities

• Technical Support & Troubleshooting
• Provide advanced support for Windows 10/11 desktop environments
• Troubleshoot and maintain Windows Server 2016 and 2019 systems
• Diagnose and resolve networking and connectivity issues
• Interpret system and event logs to identify root causes and implement solutions
• Respond to and resolve escalated support tickets requiring deeper technical expertise
• Systems Monitoring & Incident Response
• Monitor RMM and alerting systems to proactively address performance or security concerns
• Follow documented procedures to remediate alerts and system issues
• User & Infrastructure Support
• Manage new user setup, onboarding, and account provisioning
• Install and configure network equipment and related infrastructure
• Support LAN/WAN environments, including maintenance and troubleshooting
• Deploy and support network hardware
• Facility & Peripheral Systems Support
• Provide support for integrated systems such as access control, security devices, lighting, and HVAC connectivity

Qualifications & Requirements

• Minimum of three (3) years of experience in roles such as IT Help Desk, Desktop Support Technician, IT Support Analyst, or Service Desk Technician
• Experience with firewall and network administration, specifically SonicWall and/or Meraki
• Working knowledge of troubleshooting desktops, servers, and network infrastructure
• Strong customer service orientation with a professional and approachable demeanor
• Excellent written and verbal communication skills, including the ability to explain technical concepts clearly
• Dependable and self-motivated with a strong sense of accountability
• Eagerness to continue learning and expanding technical expertise