Help Desk II -Remote Support Technician - Harbor IT Careers - Remote

The Remote Job Journal; United States; Remote; USD 45,000 - 65,000; Full time

Job summary

A remote IT support team is seeking a skilled Help Desk II Technician. The role involves providing advanced technical support for users, managing servers, and ensuring endpoint security. Candidates should have significant experience in EDR, BDR, and Office 365, along with strong troubleshooting abilities.

Qualifications

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

Responsibilities

• Provide Tier II remote support for hardware, software, and networking issues.
• Administer servers, monitor system health, and manage backups.
• Investigate threats using EDR tools and maintain documentation in ticketing system.

Skills

EDR platforms

Backup & Disaster Recovery (BDR)

Windows environments

Office 365

server administration

troubleshooting

firewall administration

wireless networking

excellent communication

Job description

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