Service Desk Technician II

LEK Technology Consultants Inc; Orlando (FL); Hybrid; USD 42,000 - 60,000; Full time

Job summary

LEK Technology Consultants, Inc. in Orlando seeks a Service Desk Technician II to deliver Level I/II remote and on-site support across multiple customer environments.

You will troubleshoot Windows, Microsoft 365, networking, and endpoint security, document issues, and escalate when needed while maintaining strong customer communication. Join a MSP-focused team dedicated to proactive problem-solving, clear technical guidance, and professional service delivery for diverse clients in a

Qualifications

• 3+ years of hands-on IT support, help desk, or similar experience.
• Strong troubleshooting across hardware, software, OS, apps, and network connectivity.
• Experience supporting Windows desktop environments and common business apps.
• Working knowledge of Microsoft 365 administration and troubleshooting.
• Understanding of basic networking concepts (TCP/IP, DNS, DHCP, Wi‑Fi, VPNs).
• Experience with MFA, endpoint security, patching, and cybersecurity basics.
• Experience using a ticketing or professional services system.
• Strong documentation and customer service skills.
• Ability to handle multiple tickets and priorities with ownership.
• Able to work remote and on-site in the Orlando area.

Responsibilities

• Provide Level I and II remote and on-site support to LEK customers.
• Troubleshoot Windows workstations, hardware, software, and connectivity issues.
• Support Microsoft 365 environments, licenses, and MFA.
• Troubleshoot basic network issues (TCP/IP, DNS, DHCP, Wi‑Fi, VPNs).
• Install, configure, and replace desktops and peripherals.
• Support endpoint security tools and cybersecurity policies.
• Manage tickets with prioritization, communication, troubleshooting, and closure.
• Maintain clear ticket notes, time entries, and status updates.
• Identify recurring issues and escalate trends when needed.
• Follow service desk procedures and escalate when appropriate.
• Collaborate with senior engineers for higher-level issues.
• Contribute to knowledge base and internal documentation.
• Translate technical info into clear customer communication.
• Participate in deployments, migrations, and upgrades.

Skills

Windows troubleshooting

Microsoft 365

Networking basics

Customer service

Ticketing system

Documentation

Education

Associate's or Bachelor's degree in IT

Tools

RMM

PSA / ticketing

Azure AD

Active Directory

Job description

LEK Technology Consultants, Inc. delivers responsive, enterprise-level managed IT and cybersecurity services that help growing businesses stay secure, productive, and moving forward.

For more than 30 years, LEK has helped organizations manage and modernize their technology environments through managed IT services, cybersecurity, cloud solutions, Microsoft 365, infrastructure management, and strategic technology guidance.

We believe great IT support is more than fixing problems. It means understanding the customer, taking ownership, communicating clearly, protecting the environment, and finding solutions that prevent issues from happening again.

LEK offers a collaborative, customer focused environment for technical professionals who enjoy solving problems, continuing to develop their skills, and being part of a team committed to delivering exceptional service.

Role Description

LEK Technology Consultants is seeking an experienced Service Desk Technician II to join our Orlando-based technical team.

This is a hands-on, customer-facing role for a technician who can independently troubleshoot and resolve a broad range of Level I and Level II technical issues while recognizing when an issue requires escalation.

The Service Desk Technician II is responsible for owning assigned tickets from initial response through resolution or appropriate escalation. This includes troubleshooting workstations, Microsoft 365, applications, user accounts, network connectivity, printers and peripherals, endpoint security, and other technologies within our customers' environments.

Because LEK operates as a Managed Services Provider (MSP), you will support multiple customer environments and must be comfortable shifting priorities, documenting your work thoroughly, and communicating professionally with both technical and nontechnical users.

Key Responsibilities

• Provide Level I and Level II remote and on-site technical support to LEK customers.
• Troubleshoot and resolve Windows workstation, hardware, software, peripheral, printer, and connectivity issues.
• Support Microsoft 365 environments, including Outlook, Exchange Online, Teams, OneDrive, SharePoint, user accounts, licensing, and MFA.
• Troubleshoot basic network issues involving TCP/IP, DNS, DHCP, Wi-Fi, VPNs, switches, firewalls, and internet connectivity.
• Install, configure, deploy, repair, and replace desktops, laptops, workstations, and peripherals.
• Support endpoint security tools and follow established cybersecurity policies and procedures.
• Manage assigned service tickets throughout the workday, including prioritization, customer communication, troubleshooting, resolution, and escalation.
• Maintain timely and accurate ticket notes, time entries, documentation, and status updates so customers and other team members have clear visibility into work performed.
• Identify recurring technical problems and escalates trends or systemic issues when appropriate.
• Follow established service desk procedures, security standards, documentation requirements, and escalation paths.
• Work collaboratively with senior engineers and other technical team members when issues require higher-level expertise.
• Contribute to improving internal documentation, knowledge-base articles, technical standards, and service desk processes.
• Communicate professionally and patiently with customers while translating technical information into clear, understandable language.
• Participate in customer projects, workstation deployments, migrations, upgrades, and other technical initiatives as assigned.

Qualifications

Required Qualifications

• 3+ years of hands-on IT support, help desk, service desk, desktop support, or similar technical experience.
• Strong troubleshooting skills across hardware, software, operating systems, applications, and network connectivity.
• Experience supporting Windows desktop environments and common business applications.
• Working knowledge of Microsoft 365 administration and troubleshooting.
• Understanding of basic networking concepts, including TCP/IP, DNS, DHCP, Wi-Fi, VPNs, and network troubleshooting.
• Experience installing, configuring, maintaining, and troubleshooting computers and peripherals.
• Familiarity with MFA, endpoint security, antivirus/EDR, patching, and general cybersecurity best practices.
• Experience working within a ticketing or professional services management system.
• Strong written documentation skills and the discipline to maintain accurate ticket notes and time entries.
• Strong customer service and interpersonal communication skills.
• Ability to manage multiple tickets and priorities while maintaining ownership and follow-through.
• Ability to recognize when an issue should be escalated and provide senior technicians with clear documentation of troubleshooting already performed.
• Ability to work both remotely and on-site with customers in the Orlando area.

Preferred Qualifications

• Previous experience working for a Managed Services Provider (MSP).
• Experience supporting multiple customer environments simultaneously.
• Experience with Microsoft Entra ID/Azure AD, Active Directory, Group Policy, SharePoint and Exchange Online.
• Experience with RMM, PSA/ticketing, endpoint management, backup, email security, or cybersecurity platforms.
• CompTIA A+, Network+, Security+, Microsoft or comparable industry certifications.
• Associate's or bachelor's degree in Information Technology, Computer Science, Cybersecurity or a related field, or equivalent professional experience.

What Success Looks Like at LEK

A successful Service Desk Technician II doesn't simply close tickets. They take ownership of the customer experience.

You will be successful in this role when you consistently:

• Respond to and progress assigned tickets in a timely manner.
• Keep customers informed throughout the troubleshooting process.
• Document work clearly enough that another technician can understand exactly what was done.
• Resolve issues at the appropriate technical level and escalates effectively when needed.
• Protect customer environments by following LEK's cybersecurity standards and procedures.
• Look beyond the immediate problem to identify root causes and recurring issues.
• Manage your workload independently while communicating when assistance or additional resources are needed.
• Continue developing your technical skills and contribute to the growth of the entire service team.

LEK Technology Consultants, Inc. is an equal opportunity employer. We value professionalism, accountability, continuous learning, teamwork, and a genuine commitment to serving our customers.