Help Desk Technician II

NorthBridge Sentinel; Virginia; Hybrid; USD 50,000 - 65,000; Full time

Job summary

NorthBridge Sentinel in Northern Virginia is seeking a Contract On-Site help desk analyst to provide Tier 1/2 support via phone, email, and chat. The role covers hardware, software, networking, and account access troubleshooting, with image and deploy laptop duties.

The ideal candidate has 2+ years of help desk experience, strong AD and M365 knowledge, and a CompTIA A+ or equivalent certification. On-site work and SLA-driven environment are expected.

Qualifications

• 2+ years of help desk experience.
• Windows 10/11 and macOS troubleshooting.
• Active Directory and M365 experience.
• CompTIA A+ or equivalent.

Responsibilities

• Respond to support requests within SLA via phone, email, chat.
• Troubleshoot hardware, software, network, account issues.
• Provision/deprovision accounts in AD and M365.
• Image and deploy laptops per client standards.
• Document all interactions in ticketing system.
• Escalate complex issues to Tier 3.
• Assist with onboarding and offboarding.

Skills

Help desk experience

Windows troubleshooting

macOS troubleshooting

Active Directory

Microsoft 365

CompTIA A+

Tools

ServiceNow

Jira

Freshdesk

Job description

Contract On-Site — Northern Virginia Clearance: None $50,000 - $65,000

Overview

Tier 1/2 support via phone, email, and chat. Hardware, software, networking, and account access troubleshooting.

Responsibilities

• Respond to support requests within SLA via phone, email, chat
• Troubleshoot hardware, software, network, account issues
• Provision/deprovision accounts in AD and M365
• Image and deploy laptops per client standards
• Document all interactions in ticketing system
• Escalate complex issues to Tier 3
• Assist with onboarding and offboarding

Requirements

• 2+ years help desk experience
• Windows 10/11 and macOS troubleshooting
• Active Directory and M365 experience
• CompTIA A+ or equivalent

Preferred Qualifications

• CompTIA Network+ or Security+
• ServiceNow, Jira, or Freshdesk experience