IT Helpdesk Technician II

The IT Helpdesk Technician II provides mid‑level support within a managed services environment, escalating Tier I issues, conducting advanced troubleshooting and resolution, and contributing to documentation, mentoring, and client satisfaction.

Responsibilities

• Act as escalation point for Tier I technicians
• Perform advanced triage and root cause analysis
• Own tickets through resolution and meet SLAs
• Handle high-priority incidents professionally
• Support desktops, servers, networks, and Microsoft 365
• Troubleshoot Windows OS, Active Directory, Exchange Online
• Support network infrastructure and backup systems
• Support VPN, RDP, and remote access tools
• Use PSA (ConnectWise Manage) for ticketing and time tracking
• Use RMM tools (Datto RMM) for monitoring and automation
• Maintain documentation in IT Glue or knowledge base
• Create SOPs and knowledge articles
• Communicate clearly with non-technical users
• Provide timely updates and resolution expectations
• Deliver remote and on-site support
• Mentor Tier I technicians
• Identify trends and improvement opportunities
• Participate in training and team initiatives

Requirements

• 2–4+ years of IT support experience, preferably in an MSP
• Strong troubleshooting skills across Windows and networking
• Experience with Microsoft 365, Active Directory, DNS, DHCP
• Familiarity with backup and disaster recovery solutions
• Experience with PSA and RMM tools
• Strong communication and customer service skills
• Candidates must be located in the Yuma, AZ area to support on-site client needs

Technologies

• ConnectWise Manage
• Datto RMM
• IT Glue
• Windows OS
• Active Directory
• Exchange Online
• Microsoft 365
• DNS
• DHCP
• VPN
• RDP
• Remote access tools
• PowerShell scripting
• Hyper-V
• VMware
• Intune
• macOS

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• On-the-job training
• Paid time off
• Vision insurance
• Employee assistance program
• Retirement plan

Compensation

Pay Range: $24.00 – $26.00 per hour (depending on experience)