Help Desk Technician

Green Key Resources; New York (NY); On-site; USD 65,000 - 85,000; Full time

Job summary

Green Key Resources seeks a motivated Level 2 Help Desk Technician to join our growing IT team. You will troubleshoot complex issues, support end users, and work across Windows, Microsoft 365, and network services in diverse client environments.

As an escalation point, you will resolve advanced incidents, assist with migrations, cloud deployments, and ongoing infrastructure projects, while documenting procedures and maintaining strong customer service.

Qualifications

• 2-5 years of Help Desk, Desktop Support, or MSP experience.
• Strong troubleshooting skills across Windows operating systems and Microsoft technologies.
• Experience supporting Microsoft 365, Exchange Online, Teams, SharePoint, and Intune.
• Working knowledge of Active Directory, Group Policy, and Entra ID.
• Solid understanding of networking concepts including TCP/IP, DNS, DHCP, VPNs, wireless networking, switching, and firewall fundamentals.
• Ability to independently diagnose and resolve technical issues.
• Strong communication and customer service skills.
• Valid driver's license and ability to travel locally to client sites.

Responsibilities

• Provide Level 2 technical support via phone, email, remote support tools, and onsite client visits
• Troubleshoot and resolve escalated issues involving Windows desktops, laptops, printers, mobile devices, and business applications
• Administer and support Microsoft 365 environments, including Exchange Online, Teams, SharePoint, OneDrive, and Intune
• Manage user accounts, permissions, and access within Active Directory and Entra ID
• Support networking technologies including TCP/IP, DNS, DHCP, VLANs, VPNs, wireless networks, switches, and firewalls
• Deploy, configure, and maintain workstations, hardware, and software
• Assist with system upgrades, migrations, cloud deployments, and infrastructure projects
• Utilize RMM and PSA platforms to monitor, troubleshoot, and proactively maintain client environments
• Document ticket resolutions, procedures, and technical environments
• Collaborate with senior engineers on advanced troubleshooting and project work
• Maintain a high level of customer service and professionalism during client interactions

Skills

Troubleshooting

Windows OS

Microsoft 365

Active Directory

Entra ID

Networking basics

Documentation

Customer service

Tools

ConnectWise

Datto RMM

NinjaOne

Autotask

Kaseya

Job description

We are seeking a motivated and technically skilled Level 2 Help Desk Technician to join our growing team. This role is ideal for an IT professional who enjoys troubleshooting complex technical issues, working directly with end users, and supporting a variety of modern technologies across multiple client environments.

As a Level 2 Technician, you will serve as an escalation point for advanced support issues, provide onsite and remote assistance, and participate in infrastructure projects and technology deployments. This position offers excellent growth opportunities for someone looking to expand their expertise in cloud technologies, networking, security, and systems administration.

Key Responsibilities

• Provide Level 2 technical support via phone, email, remote support tools, and onsite client visits
• Troubleshoot and resolve escalated issues involving Windows desktops, laptops, printers, mobile devices, and business applications
• Administer and support Microsoft 365 environments, including Exchange Online, Teams, SharePoint, OneDrive, and Intune
• Manage user accounts, permissions, and access within Active Directory and Entra ID
• Support networking technologies including TCP/IP, DNS, DHCP, VLANs, VPNs, wireless networks, switches, and firewalls
• Deploy, configure, and maintain workstations, hardware, and software
• Assist with system upgrades, migrations, cloud deployments, and infrastructure projects
• Utilize RMM and PSA platforms to monitor, troubleshoot, and proactively maintain client environments
• Document ticket resolutions, procedures, and technical environments
• Collaborate with senior engineers on advanced troubleshooting and project work
• Maintain a high level of customer service and professionalism during client interactions

Required Qualifications

• 2-5 years of Help Desk, Desktop Support, or MSP experience
• Strong troubleshooting skills across Windows operating systems and Microsoft technologies
• Experience supporting Microsoft 365, Exchange Online, Teams, SharePoint, and Intune
• Working knowledge of Active Directory, Group Policy, and Entra ID
• Solid understanding of networking concepts including TCP/IP, DNS, DHCP, VPNs, wireless networking, switching, and firewall fundamentals
• Ability to independently diagnose and resolve technical issues
• Strong communication and customer service skills
• Valid driver's license and ability to travel locally to client sites

Preferred Qualifications

• Experience with ConnectWise, Datto RMM, NinjaOne, Autotask, Kaseya, or similar tools
• Basic PowerShell scripting knowledge
• Familiarity with Microsoft Azure services
• Exposure to backup, cybersecurity, endpoint protection, and VoIP solutions
• Relevant certifications such as CompTIA A+, Network+, Security+, or Microsoft certifications