IT Support Services II - Help Desk

The IT Support Services II Help Desk Support Technician II at PremierePC Technology Group serves as a first point of contact for clients, providing both remote and on-site help for technology issues. The role focuses on resolving incidents, completing service requests, escalating when necessary, and maintaining reliable Microsoft 365 and endpoint environments while recording all work in a ticketing system.

Role Responsibilities

• Troubleshoot and resolve hardware, software, operating system, account, connectivity, and application issues both remotely and on site
• Create, update, document, and close tickets with an emphasis on first-call resolution when possible
• Install, configure, update, and support Microsoft 365 applications, browsers, security tools, and other business-critical software
• Assist with patch management, endpoint protection monitoring, and device compliance
• Use approved knowledge articles and scripts, and quickly learn proprietary or client-specific technologies
• Document troubleshooting steps, resolutions, configurations, and processes in the ticketing system and knowledge base
• Collaborate with senior technicians and engineers on advanced issues and escalate unresolved incidents to ensure timely ticket resolution
• Provide dependable technical support to end users with clear answers, patience, and prompt, professional communication

Required Qualifications

• U.S. citizenship or legal authorization to work in the United States
• 3+ years of experience in desktop support, help desk, technical support, or a related IT role
• Knowledge of Windows, Microsoft Office / Microsoft 365, and Apple products
• Technical experience with current network hardware, protocols, and standards
• Familiarity with Active Directory, Azure AD / Entra ID, Intune, Group Policy, or other endpoint management platforms
• Strong verbal and written communication, including the ability to explain technical concepts in plain language
• A problem-solving mindset focused on root-cause investigation and preventing repeat incidents
• A customer-first approach with patience, professionalism, and empathy
• Ability to collaborate with technicians, engineers, and leadership to reach effective outcomes
• Valid driver’s license, reliable transportation, and willingness to travel to customer locations as needed
• Ability to lift up to 50 pounds and work in areas such as under desks, network closets, and equipment rooms

Technologies

• Microsoft 365
• Windows
• Microsoft Office
• Apple products
• Active Directory
• Azure AD
• Entra ID
• Intune
• Group Policy
• PowerShell

Preferred Qualifications

• CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator, or similar certifications
• 5+ years of IT experience (MSP experience a plus)
• Bachelor’s degree (or equivalent experience)
• Exposure to PowerShell or other automation for routine administrative tasks

Compensation and Location

• Location: Greenville, SC (onsite)
• Pay: USD 28 - 31 per hour
• Work setup: In person

Benefits

• Health insurance
• Paid time off

Application Question

• Willingness and ability to travel to client locations to install and troubleshoot networking equipment or install/setup new technology

Experience Requirement

• IT or MSP: 3 years (Required)

Why This Role Matters

In this position, the Help Desk Technician II supports day-to-day client operations by helping keep technology reliable, secure, and usable. Strong support, healthy endpoints, and effective resolution of user issues contribute to client satisfaction and ongoing growth of the IT services practice.