IT Support Specialist II (Help Desk Analyst)

gobravvo; New Braunfels (TX); On-site; USD 64,000 - 90,000; Full time

Benefits offered by this job

Medical benefits

Retirement plan

Training & development

Career growth

Job summary

gobravvo is seeking an IT Support Specialist II to join its New Braunfels, TX team. The role focuses on advanced technical assistance, service desk management, and high-level user support in a client-facing environment.

Responsibilities include responding to requests promptly, provisioning new hires, and maintaining AD, DNS, DHCP, and Exchange Server while ensuring security and SLA compliance. The ideal candidate brings MSP experience and strong communication skills.

Qualifications

• 4+ years in hands-on networking and server administration in an MSP environment.
• Strong experience with Active Directory, DNS, DHCP, and Exchange Server.
• Proven client-facing communication and multi-tasking skills.

Responsibilities

• Respond to service desk requests via phone, portal, and email with timely resolutions.
• Provision and onboard new hires, ensuring smooth setup and access.
• Triage incidents and requests to meet SLAs and document resolutions.
• Troubleshoot using remote tools and diagnose network/server issues.
• Manage AD, DNS, DHCP, and server roles; secure endpoints with antivirus.
• Configure VOIP and support telephone solutions; monitor alerts and logs.

Skills

Networking

Active Directory

Windows Server

Exchange Server

RMM Tools

Customer Service

VOIP Systems

Remote Support

Education

CompTIA Network+

Microsoft Certifications

CCNA

CCIE

Tools

ConnectWise

Kaseya

Autotask

Job description

The IT Support Specialist II (Help Desk Analyst) is an essential member of the technical support team, responsible for ensuring reliable system operations and delivering exceptional support to end users. This full-time position is with a reputable IT solutions company serving clients in New Braunfels, TX. The primary function of the IT Support Specialist II is to provide advanced technical assistance, manage service desk requests, and maintain high levels of user satisfaction through professional, timely solutions. If you are passionate about IT support and are looking to expand your career with a dynamic organization, this role offers a challenging and rewarding environment. Join a team where your expertise in troubleshooting, networking, and customer-facing support will be highly valued and supported.

IT Support Specialist II (Help Desk Analyst) - Summary

As an IT Support Specialist II (Help Desk Analyst), you will play a critical role in maintaining the operational efficiency of business systems and supporting end users in New Braunfels, TX. The position is full-time and offers the opportunity to apply your advanced technical knowledge in a client-facing environment. You will be responsible for responding to support requests, handling escalated technical issues, and contributing to the smooth operation of IT infrastructure. Working in New Braunfels, TX, you will experience a welcoming community and a thriving tech environment, making it an ideal location for IT professionals looking to grow their careers.

Duties & Responsibilities

• Respond promptly and professionally to incoming service desk requests via telephone, web portal, and email, ensuring courteous and effective resolution of end-user issues.
• Facilitate provisioning and system setup for new hires, ensuring seamless onboarding processes.
• Prioritize incidents and service requests according to established processes to meet defined Service Level Agreements (SLAs).
• Utilize remote diagnostic tools and utilities to troubleshoot and resolve support requests efficiently.
• Perform server administration tasks, including management of Active Directory, File & Print services, DNS, and DHCP.
• Install, configure, and update antivirus software to maintain robust endpoint security.
• Administer network firewalls and switches, ensuring reliable and secure network operations.
• Optimize and maintain both network software and hardware to support business productivity.
• Build and deploy file servers and cloud-based computing solutions tailored to organizational needs.
• Configure and deploy Voice over IP (VOIP) solutions for efficient communication.
• Manage Microsoft Exchange Server environments and provide support for telephone solutions.
• Monitor alert systems and respond according to established guidelines to maintain system stability.
• Analyze event logs and other diagnostic messages to identify and resolve IT issues.
• Receive and address escalated service requests, providing enhanced technical support as required.

Salary & Benefits

• Competitive salary structure (details provided during the interview process).
• Comprehensive benefits package including medical, dental, and retirement plans.
• Opportunities for ongoing training and professional development.
• Supportive and collaborative work environment.
• Career advancement potential within the organization.

Qualifications & Requirements

• Prior experience in a Managed Service Provider (MSP) environment is required.
• Minimum of 4 years of hands-on experience configuring, troubleshooting, and repairing networking equipment, Windows servers, workstations, Exchange Server, and Active Directory.
• 2–3 years of experience in a client-facing setting, such as sales engineering.
• Familiarity with Remote Monitoring and Management (RMM) tools, such as ConnectWise or Kaseya, is a plus.
• Knowledge of Professional Services Automation (PSA) tools, such as Autotask, is advantageous.
• Excellent verbal and written communication skills, with the ability to interact with clients at a business level.
• Strong organizational and time-management abilities.
• Experience in writing proposals and implementing technical solutions for business needs.
• Demonstrated professionalism, reliability, and teamwork.
• Comprehensive understanding of technology and business productivity systems.
• Proven problem-solving skills, high-level customer service orientation, and multi-tasking abilities.
• Sales training experience is considered a plus.

Ideal Candidate Snapshot

• Holds CompTIA Network+ and/or CompTIA Security+ certifications.
• Possesses Microsoft certifications such as MCSA, MCSE, or MCITP.
• CCNA or CCIE Cisco certifications are highly desirable.
• Energetic, results-oriented, self-motivated, and eager to learn.
• Comfortable working both independently and as part of a dynamic team.
• Demonstrates a commitment to ongoing professional development.

Other Relevant Information

• The IT Support Specialist II (Help Desk Analyst) role is full-time and based in New Braunfels, TX.
• The workplace fosters a culture of continuous improvement and professional growth.
• Challenging assignments and diverse technical projects are available.
• Supportive leadership and a positive work atmosphere are core to the company’s values.