Help Desk II

Talantir; United States; Remote; USD 52,000 - 66,000; Full time

Benefits offered by this job

Competitive pay

Health benefits

Dental & vision

401(k)

Unlimited PTO

Professional development

Job summary

Harbor IT is seeking a Help Desk Technician II to serve as an escalation point for complex tickets across diverse client environments. You will troubleshoot, mentor junior techs, and own tickets end-to-end to ensure uptime and high service quality.

You’ll support Microsoft 365, Intune, Active Directory, security tooling, and incident response, while communicating clearly with clients and teammates in a fast-paced MSP culture.

Qualifications

• Bachelor’s degree preferred.
• 3+ years IT support experience, ideally in an MSP or professional services environment.
• Experience supporting Microsoft 365, Intune, and MFA.

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.

Skills

Windows environments

Networking fundamentals

Microsoft cloud services

Ticket triage

Root cause analysis

Customer service

Mentoring

Multiple client environments

Security mindset

Education

Bachelor’s degree in Information Systems, Computer Science, or related discipline

Tools

SentinelOne

ThreatLocker

DUO

N-able

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.

Title: Help Desk Technician II

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.
• Certifications such as CompTIA Network+, Microsoft 365 Certified: Modern Desktop Administrator, or equivalent preferred.

Work Environment

• 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.

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