Tier II Help Desk Engineer – MSP Escalation & Mentoring

Harbor IT; United States; On-site; USD 43,000 - 47,000; Full time

Job summary

Harbor IT is seeking a Help Desk II Technician to serve as an escalation point for complex tickets, providing advanced troubleshooting and leadership within the help desk team. You will handle tickets end-to-end, implement technical solutions, and mentor junior technicians across diverse client environments to ensure uptime and service quality.

Key responsibilities include supporting Microsoft 365, Intune, and AD environments, troubleshooting Windows issues, and coordinating deployments with

Qualifications

• Bachelor's degree preferred.
• 3+ years IT support experience.
• Experience with Microsoft 365, Intune, MFA, and DNS.
• Exposure to Firewalls.
• Certifications such as CompTIA Network+ or Microsoft 365 Certified: Modern Desktop Administrator preferred.

Responsibilities

• Serve as 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

Communication

Troubleshooting

Mentoring

Multi-client management

Security mindset

Education

Bachelor’s degree in Information Systems or Computer Science

Tools

SentinelOne

ThreatLocker

N-able

DUO

Job description

Harbor IT is seeking a Help Desk II Technician to serve as an escalation point for complex tickets, providing advanced troubleshooting and leadership within the help desk team. You will handle tickets end-to-end, implement technical solutions, and mentor junior technicians across diverse client environments to ensure uptime and service quality.

Key responsibilities include supporting Microsoft 365, Intune, and AD environments, troubleshooting Windows issues, and coordinating deployments with