Help Desk II -Remote Support Technician

Harbor Networks, Inc.; United States; Remote; USD 50,000 - 70,000; Full time

Job summary

A leading Managed Service Provider is seeking a skilled Help Desk II Technician to join their remote IT support team. The role involves providing advanced technical support, managing server administration, and ensuring the security of IT infrastructure. Ideal candidates will have a strong background in EDR, BDR, and Office 365 management.

Qualifications

• 3+ years of experience in a Help Desk II or similar technical support role.
• Proficient in supporting Windows environments and remote access tools.

Responsibilities

• Provide Tier II remote support to end users, resolving hardware and software issues.
• Administer and maintain servers, perform updates, and manage backups.

Skills

Troubleshooting

Problem Solving

Communication

Education

CompTIA A+

Network+

Security+

Microsoft 365 Certified

Cisco CCNA

Tools

EDR

Office 365

Hyper-V

VMware

Fortinet

SonicWall

Job description

Harbor IT is a leading Managed Service Provider (MSP) specializing in delivering cutting 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.

We are looking for a skilled and experienced Help Desk II Technician to join our remote IT support team. This role requires a strong technical background in Endpoint Detection & Response (EDR), Backup & Disaster Recovery (BDR), server administration, and desktop support. The ideal candidate will also have hands-on experience with Office 365, wireless network management, and firewall administration. You will serve as a key point of escalation, providing advanced support and contributing to the stability and security of our IT infrastructure.

Key Responsibilities:

• Provide Tier II remote support to end users, resolving issues related to hardware, software, networking, and system access.
• Administer and maintain servers, perform updates, monitor system health, and manage backups (BDR).
• Investigate and respond to threats using EDR tools, escalating as needed to ensure endpoint security.
• Support and manage Office 365 services including Exchange Online, SharePoint, OneDrive, and Teams.
• Troubleshoot desktop/laptop systems, operating systems, and third-party applications.
• Configure, monitor, and troubleshoot wireless networks and access points.
• Perform basic firewall administration, including rule changes, VPN setup, and traffic monitoring.
• Maintain accurate documentation in the ticketing system and update internal knowledge bases.
• Collaborate with other IT team members to streamline support operations and improve service delivery.

Qualifications:

• 3+ years of experience in a Help Desk II or similar technical support role.
• Proficient in supporting Windows environments, Office 365, and remote access tools.
• Strong knowledge of EDR platforms and security incident response procedures.
• Experience with BDR technologies and backup monitoring.
• Familiarity with server administration and virtualization (e.g., Hyper-V, VMware).
• Solid understanding of wireless networking concepts and hardware.
• Hands-on experience with firewalls (e.g., Fortinet, SonicWall, or similar).
• Excellent written and verbal communication skills.
• Strong troubleshooting and problem-solving abilities.

Preferred Certifications:

• CompTIA A+, Network+, or Security+
• Microsoft 365 Certified: Modern Desktop Administrator Associate
• Cisco CCNA, Fortinet NSE, or other relevant certifications