Help Desk II

Rippling, Inc.; Boston (MA); Remote; USD 70,000 - 105,000; Full time

Benefits offered by this job

Health, dental and vision insurance

401(k) retirement plan with company 
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Job summary

Harbor IT is seeking a Help Desk Technician II to join our remote-first Service Delivery team, with occasional on-site support in the Greater Boston area. You will own tickets end-to-end, provide mentorship to junior technicians, and work across healthcare, medical, and life sciences environments while upholding HIPAA and PHI handling standards.

You will troubleshoot Microsoft 365, Entra ID, AD, and Intune-managed endpoints, manage security configurations, and collaborate with cross-functional

Qualifications

• 3+ years IT support in MSP or professional services
• Experience supporting Microsoft 365, Intune, and MFA
• Hybrid identity configurations and AD administration
• Familiarity with security tooling and MFA/CA
• Healthcare/life sciences environments familiarity preferred
• Strong written and verbal communication skills
• Willingness to obtain technical certifications

Responsibilities

• Escalate and resolve complex tickets end-to-end as Tier 2
• Administer Microsoft 365, Entra ID, AD, Intune endpoints and GPOs
• Troubleshoot Windows 10/11 issues including MFA problems
• Apply security practices including CA administration and EDR monitoring
• Manage endpoint security and patching via RMM tools
• Use ConnectWise Manage to track tickets and assets according to SLA
• Collaborate with infrastructure and project teams for deployments and upgrades
• Perform proactive system monitoring and maintenance for uptime
• Create and maintain accurate knowledge base and diagrams
• Mentor Help Desk I technicians and participate in on-call rotation
• Engage in knowledge-sharing and process-improvement initiatives

Skills

MS 365 & Azure

AD administration

Ticket triage

Security tooling

Networking basics

Backup & storage

AI concepts

HIPAA awareness

Education

Bachelor’s degree in IT/CS

Tools

SentinelOne

N-able

ConnectWise Manage

Veeam

Datto

Job description

Harbor IT is a leading Managed Service Provider (MSP) specializing in delivering cutting edge Cybersecurity, IT, and Cloud Services to a diverse portfolio of clients. We pride ourselves on our commitment to excellence, innovation, and customer satisfaction. Harbor IT is backed by investment firm Worklyn Partners since 2022 and has built a national platform through acquisition and rapid organic growth. Our mission is to manage our clients’ technology and mitigate their cyber risks, so that they don’t have to.

Position Overview:

The Help Desk Technician II is a remote-first support role within Harbor IT’s Service Delivery organization, serving as a primary escalation point for complex support tickets across healthcare, medical, and life sciences clients. This role owns tickets end-to-end, from intake and triage through resolution and documentation, and provides technical mentorship to Help Desk I technicians. The Help Desk Technician II works across a diverse mix of client environments to maintain operational stability and deliver high-quality service that reflects Harbor IT’s customer service standard. In environments where uptime, data security, and regulatory sensitivity (HIPAA, PHI handling, clinical and lab operations) carry real operational weight, this role demands precision and professionalism. This role requires a growth and development mindset to keep up with the rapidly evolving technology landscape. The Help Desk Technician II approaches troubleshooting with methodical and logical critical thinking. This is a key role in Harbor IT’s Managed Services practice, reporting to the Pod Manager and is a primary developmental pipeline into other Service Delivery career tracks.

Primarily remote with occasional onsite support to clients in the Greater Boston area.

Key Responsibilities:

• Serve as the Tier 2 escalation point for Help Desk I technicians, resolving advanced hardware, software, and network issues that exceed first-tier resolution capability.
• Administer and troubleshoot Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive), Entra ID, Active Directory, and Intune-managed endpoints — including GPO management and security configurations.
• Troubleshoot Windows 10/11 OS issues including user profile corruption, printer and network connectivity failures, and MFA-related problems.
• Apply foundational security practices including MFA/Conditional Access administration, endpoint protection (EDR) monitoring and response, and awareness of HIPAA/PHI handling requirements specific to healthcare and life sciences environments.
• Manage endpoint security and patching through RMM and security tooling (e.g., SentinelOne, N-able) to maintain client environments at Harbor IT’s security and SLA standards.
• Use RMM and PSA tooling (e.g., N-able RMM, ConnectWise Manage) to manage tickets, patching, monitoring alerts, and asset records to Harbor IT SLA standards.
• Collaborate with infrastructure and project teams to assist with client deployments, migrations, and server upgrades.
• Perform proactive system monitoring and maintenance to ensure uptime and performance across the client portfolio.
• Create and maintain accurate internal and client-facing documentation, including knowledge base articles, network diagrams, asset inventories, and standard operating procedures.
• Identify recurring issues, inefficiencies, or improvement opportunities in the client environment and elevate or propose solutions through the Pod Manager and Account Team (CSM and CIO).
• Mentor and guide Help Desk I technicians through ticket resolution, knowledge transfer, and professional development feedback.
• Participate in emergency on-call rotation, responding to after-hours incidents, outages, and critical client escalations as scheduled.
• Engage in team knowledge-sharing, training, and process-improvement initiatives.

Qualifications & Skills:

• Working experience across the Microsoft 365 and Azure platform (setup, configuration, troubleshooting) including Office, Exchange, Teams, SharePoint/OneDrive, and Entra ID.
• Experience with Active Directory administration including GPOs, user/group management, and hybrid identity configurations.
• Demonstrated proficiency with ticket triage, prioritization, and root cause analysis in an MSP or professional services environment.
• Familiarity with modern endpoint and mail security tooling: EDR/antivirus/mail filtering platforms (e.g., SentinelOne, Microsoft Defender for Endpoint, Proofpoint, Mimecast, Barracuda), MFA and identity platforms (e.g., Duo, Okta, Entra ID).
• Conceptual understanding of networking fundamentals: firewalls, switching, DNS/DHCP, and wireless (exposure to Meraki, Fortinet, or Palo Alto a plus).
• Basic familiarity with backup and storage technologies (e.g., Veeam, Cove, Datto, cloud backup platforms).
• Confidence with basic AI concepts and use cases, with an emphasis on security and data and IP governance.
• Comfort working in healthcare-adjacent environments with sensitivity to HIPAA, PHI handling, and clinical/lab operational constraints.
• Strong troubleshooting, logic, and critical thinking skills.
• Strong written and verbal communication skills, including the ability to translate technical issues into plain language for non-technical clinical and administrative staff.
• Self-motivated with strong time management and the ability to manage multiple priorities in a fast-paced, ever-changing environment.
• Ability to identify and articulate opportunities for improvement within a client’s environment.
• Demonstrated ability to mentor and develop junior technicians.
• Focus on continuous professional development in the technology industry and willingness to achieve technical certifications required to support our client and partnership needs.

Education & Experience:

• 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.
• Reports to the Pod Manager within Harbor IT’s service delivery organization.
• Fast-paced, collaborative MSP culture with opportunities to expand into project work or system administration.
• Remote-first role with occasional onsite client visits; this posture may shift as client and business needs evolve.
• Fast-paced, collaborative MSP culture with opportunities to expand into project work, field technician roles, or system administration.
• Exposure to enterprise-grade tools and clients across healthcare, medical, and life sciences industries.
• Participates in a scheduled emergency on-call rotation covering after-hours incidents.

• Competitive salary commensurate with experience
• Comprehensive benefits package including health, dental and vision insurance
• 401(k) retirement plan with company match