Help Desk Technician II

The Help Desk Technician II is responsible for resolving end-user technical issues across multiple client environments, focusing on efficient ticket resolution, strong customer experience, and adherence to service standards. This role operates within the Help Desk and handles a mix of Level 1 and Level 2 issues, collaborating with escalation (STEP) technicians when necessary.

Core Responsibilities

Help Desk Ticket Resolution: Resolve service desk tickets related to Windows 10/11, Microsoft 365 applications, email configuration, printers, VPN, and connectivity. Maintain high-quality resolution rates and meet SLA targets.

End-User Support: Provide remote support across multiple client environments. Troubleshoot hardware, software, and access issues while maintaining professional communication.

Identity & Access Management: Perform Entra ID / Azure AD tasks including user creation, deactivation, license assignment, password resets, and MFA support. Escalate complex issues as needed.

Basic Technical Troubleshooting: Diagnose networking issues (DNS, DHCP, VPN) and workstation problems. Identify when escalation is required.

STEP Collaboration: Work tickets in tandem with escalation (STEP) technicians rather than handing off ownership. Provide full troubleshooting context and remain engaged through resolution. This model supports knowledge development and reduces long-term dependency on escalation resources.

Documentation & Systems Usage: Document all work in the ticketing system. Utilize IT Glue and contribute to knowledge base improvements

Requirements

Qualifications

Required: 2–4 years of IT help desk experience. Experience with Windows 10/11, Microsoft 365, and basic networking (TCP/IP, DNS, DHCP, VPN). Familiarity with ticketing systems. Strong communication skills.

Preferred: One relevant certification (CompTIA A+, Network+, Security+, or Microsoft Fundamentals). Experience with RMM tools, endpoint security tools, and MSP environments.

Role Boundaries: This role focuses on Help Desk ticket resolution and collaborative escalation through STEP. It does not own escalation queues, perform advanced engineering, or lead infrastructure projects