Help Desk Technician II

Job Summary

Serving as an escalation point for complex support tickets, the remote Help Desk Technician II will manage end-to-end ticket resolution, implement technical solutions, and mentor junior technicians while ensuring operational stability across diverse client environments.

Key Responsibilities

• Resolve advanced hardware, software, and network issues as a Tier 2 escalation for Help Desk I technicians
• Support and manage Microsoft 365, Intune, and Active Directory environments, including security configurations
• Document technical processes and knowledge base articles for internal use

Required Qualifications

• Bachelor's degree in Information Systems, Computer Science, or related discipline preferred
• 3+ years of IT support experience, ideally in a Managed Service Provider environment
• Strong technical proficiency across Windows environments and Microsoft cloud services
• Familiarity with tools like SentinelOne, ThreatLocker, and N-able
• Certifications such as CompTIA Network+ or Microsoft 365 Certified preferred