Help Desk Technician II: Escalations & Client Support

Mainstay Technologies; Manchester (NH); On-site; USD 65,000 - 90,000; Full time

Job summary

Mainstay Technologies is seeking a Tier II Help Desk Technician in the United States to provide advanced IT support for a diverse client base. You will own issues end-to-end from triage to resolution, focusing on Microsoft 365, Active Directory, Windows, and networking across desktop, apps, and basic infrastructure.

You’ll work in a collaborative service-delivery environment, maintain thorough documentation, and mentor Tier I staff while coordinating with vendors on more complex problems.

Qualifications

• 2–4+ years of experience in IT support within a managed services or similar environment.
• Proven ability to troubleshoot and resolve intermediate technical issues across workstation, application, and basic network layers.
• Experience supporting Microsoft 365, Active Directory, and Windows environments.
• Strong understanding of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Experience working within a ticketing system (ConnectWise preferred).
• CompTIA A+, Network+, or equivalent certifications; Microsoft certifications preferred.

Responsibilities

• Take ownership of client issues from initial triage through resolution, ensuring a high-quality and consistent support experience.
• Resolve intermediate to advanced technical issues across workstation, application, and basic infrastructure layers.
• Assist with Microsoft 365 administration (user management, mailbox issues, licensing) and Google Workspace administration.
• Troubleshoot network connectivity issues (VPN, wireless) and coordiante with vendors as needed.
• Maintain accurate tickets with clear documentation and ensure proper categorization and prioritization.
• Collaborate with Systems Administrators, CTMs, and Engineering on complex issues and initiatives.
• Provide mentorship to Tier I technicians and contribute to process improvements.

Skills

Troubleshooting

Microsoft 365 administration

Active Directory

Windows environments

Networking fundamentals

VPN

ConnectWise

MacOS support

Root cause analysis

Documentation

Vendor coordination

Education

CompTIA A+

CompTIA Network+

Microsoft certifications

Tools

ConnectWise

Google Workspace

Microsoft 365 Admin

Job description

Mainstay Technologies is seeking a Tier II Help Desk Technician in the United States to provide advanced IT support for a diverse client base. You will own issues end-to-end from triage to resolution, focusing on Microsoft 365, Active Directory, Windows, and networking across desktop, apps, and basic infrastructure.

You’ll work in a collaborative service-delivery environment, maintain thorough documentation, and mentor Tier I staff while coordinating with vendors on more complex problems.