Help Desk II
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Job Description
Help Desk II Technician at Harbor IT providing advanced troubleshooting and technical leadership in a collaborative environment. Supporting complex IT issues across diverse client environments.
Responsibilities:
- Serve as a Tier 2 escalation for Help Desk I technicians, resolving 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/network connectivity, and MFA-related problems.
- Manage endpoint security and patching through tools like SentinelOne, ThreatLocker, and N-able.
- Document technical processes and knowledge base articles for internal use.
- Collaborate with infrastructure and project teams to assist with deployments and server upgrades.
- Perform proactive system monitoring and maintenance to ensure uptime and performance.
- Communicate technical solutions clearly to clients and team members.
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 (SentinelOne, ThreatLocker, DUO, N-able, etc.).
- 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.
- Bachelor’s degree in Information Systems, Computer Science, or related discipline preferred.
- 3+ years of IT support experience, ideally in a Managed Service Provider or professional services environment.
- Experience supporting Microsoft 365, Intune, and MFA.
- Certifications such as CompTIA Network+, Microsoft 365 Certified: Modern Desktop Administrator, or equivalent preferred.
Benefits:
- Competitive salary commensurate with experience
- Comprehensive benefits package including health, dental, and vision insurance.
- 401(k) retirement plan with company match
- Unlimited PTO and holidays
- Professional development opportunities
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