Help Desk II

Harbor Networks, Inc.; Northern (KY); Hybrid; USD 43,000 - 47,000; Full time

Job summary

Harbor IT in the United States seeks a Help Desk II Technician to serve as an escalation point for complex tickets and provide advanced troubleshooting. You will mentor junior technicians and work across diverse client environments to ensure uptime and high service quality.

Responsibilities include Tier 2 escalation for hardware, software, and network issues; managing Microsoft 365, Intune, and AD environments; troubleshooting Windows 10/11, MFA, and DNS; and collaborating on deployments with

Qualifications

• Experience supporting MSP clients and enterprise environments.
• Strong written and verbal communication skills.
• Ability to prioritize and triage multiple tickets effectively.

Responsibilities

• Serve as Tier 2 escalation for complex hardware, software, and network issues.
• Support Microsoft 365, Intune, and Active Directory environments.
• Troubleshoot Windows 10/11, MFA, user profiles, printers, and connectivity.
• Manage endpoint security and patching with SentinelOne, ThreatLocker, and N-able.
• Document processes and create knowledge base articles for internal use.
• Collaborate with infra and project teams on deployments and upgrades.
• Perform proactive monitoring and maintenance to ensure uptime.
• Communicate solutions clearly to clients and team members.

Skills

Windows environments

Networking fundamentals

Microsoft cloud services

Ticket triage

Communication

Client environment management

Security mindset

Education

Bachelor's degree in Information Systems/Computer Science

3+ years IT support (MSP/professional services)

Experience with Microsoft 365, Intune, MFA, DNS

Exposure to Firewalls

Certs such as Network+, M365 Modern Desktop

Tools

SentinelOne

ThreatLocker

DUO

N-able

Job description

Company Overview:
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 has been 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 they don’t have to.

Position Overview

The Help Desk II Technician serves as an escalation point for complex support tickets, providing advanced troubleshooting and technical leadership within the help desk team. This role involves managing tickets end-to-end, implementing technical solutions, and mentoring junior technicians. You will work across diverse client environments to ensure operational stability and high service quality.

Key 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.

Qualifications & Skills:

• 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.

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 and DNS.
• Need some exposure to Firewalls.
• Certifications such as CompTIA Network+, Microsoft 365 Certified: Modern Desktop Administrator, or equivalent preferred.
• Fast-paced, collaborative MSP culture with opportunities to expand into project work or system administration.
• Exposure to enterprise-grade tools and clients across multiple industries.

The pay range for this role is:

31.25 - 33.65 USD per hour (united states)