MSP Help Desk II: 2nd-Level IT Support & Growth

Talantir; United States; Remote; USD 52,000 - 66,000; Full time

Benefits offered by this job

Competitive pay

Health benefits

Dental & vision

401(k)

Unlimited PTO

Professional development

Job summary

Harbor IT is seeking a Help Desk Technician II to serve as an escalation point for complex tickets across diverse client environments. You will troubleshoot, mentor junior techs, and own tickets end-to-end to ensure uptime and high service quality.

You’ll support Microsoft 365, Intune, Active Directory, security tooling, and incident response, while communicating clearly with clients and teammates in a fast-paced MSP culture.

Qualifications

• Bachelor’s degree preferred.
• 3+ years IT support experience, ideally in an MSP or professional services environment.
• Experience supporting Microsoft 365, Intune, and MFA.

Responsibilities

• Serve as a Tier 2 escalation for Help Desk I technicians, resolving advanced hardware, software, and network issues.
• Support and manage Microsoft 365, Intune, and Active Directory environments, including GPOs and security configurations.
• Troubleshoot Windows 10/11 OS issues, user profile corruption, printer/network connectivity, and MFA-related problems.
• Manage endpoint security and patching through tools like SentinelOne, ThreatLocker, and N-able.
• Document technical processes and knowledge base articles for internal use.
• Collaborate with infrastructure and project teams to assist with deployments and server upgrades.
• Perform proactive system monitoring and maintenance to ensure uptime and performance.
• Communicate technical solutions clearly to clients and team members.

Skills

Windows environments

Networking fundamentals

Microsoft cloud services

Ticket triage

Root cause analysis

Customer service

Mentoring

Multiple client environments

Security mindset

Education

Bachelor’s degree in Information Systems, Computer Science, or related discipline

Tools

SentinelOne

ThreatLocker

DUO

N-able

Job description

Harbor IT is seeking a Help Desk Technician II to serve as an escalation point for complex tickets across diverse client environments. You will troubleshoot, mentor junior techs, and own tickets end-to-end to ensure uptime and high service quality.

You’ll support Microsoft 365, Intune, Active Directory, security tooling, and incident response, while communicating clearly with clients and teammates in a fast-paced MSP culture.