Help Desk II
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Job Description
Help Desk II Technician resolving escalated IT issues for Harbor IT’s managed-service clients. Supporting Microsoft 365, Intune, Active Directory, endpoint security, and network environments.
Responsibilities:
- Serve as a Tier 2 escalation point for Help Desk I technicians
- Resolve advanced hardware, software, and network issues
- Support and manage Microsoft 365, Intune, and Active Directory environments, including GPOs and security configurations
- Troubleshoot Windows 10/11 OS issues, user profile corruption, printer and network connectivity, and MFA-related problems
- Manage endpoint security and patching through SentinelOne, ThreatLocker, and N-able
- Document technical processes and knowledge base articles for internal use
- Collaborate with infrastructure and project teams on deployments and server upgrades
- Perform proactive system monitoring and maintenance to ensure uptime and performance
- Communicate technical solutions clearly to clients and team members
- Manage tickets end-to-end and mentor junior technicians
Requirements:
- Strong technical proficiency across Windows environments, networking fundamentals, and Microsoft cloud services
- Experience with ticket triage, prioritization, and root cause analysis in an MSP setting
- Familiarity with common COTS tools, including SentinelOne, ThreatLocker, DUO, and N-able
- Strong communication, customer service, and mentoring abilities
- Ability to manage multiple client environments and competing priorities effectively
- Security-first mindset with focus on compliance and best practices
- 3+ years of IT support experience, ideally in a Managed Service Provider or professional services environment
- Experience supporting Microsoft 365, Intune, MFA, and DNS
- Some exposure to firewalls
- Bachelor's degree in Information Systems, Computer Science, or related discipline preferred
- Certifications such as CompTIA Network+ or Microsoft 365 Certified: Modern Desktop Administrator, or equivalent preferred
Benefits:
- Opportunities to expand into project work or system administration
- Exposure to enterprise-grade tools and clients across multiple industries
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