About this role
This Level II Help Desk role provides frontline technical support to resolve customer issues and document known problems. The position handles Windows and networking troubleshooting, follows up on service tickets, and coordinates with technical staff when escalation is needed.
Key Responsibilities
- Provide remote and on-site technical assistance
- Document and follow-up on service tickets using PSA
- Troubleshoot and analyze customer problems to determine solutions
- Coordinate with technical staff when deeper analysis is required
- Support Windows, server, networking, and VPN environments
Technical Overview
Strong experience supporting Microsoft Windows workstation (Windows 10, Windows 11 Pro) and Windows Server (2016/2019/2022) environments. Works with networking equipment and protocols (DNS, SonicWall, UniFi), VPNs (SSL and Site-2-Site), and uses RMM tools and IT Glue/IT BOOST for remote management and knowledge documentation.
Ideal Candidate
The ideal candidate has Level II help desk experience providing both remote and on-site support, with strong hands-on expertise in Microsoft Windows workstation and Windows Server environments. They are confident troubleshooting networking issues using equipment like SonicWall and UniFi, and they can document and manage service tickets using PSA systems such as Hola PSA or Halo PSA.
Must-Have Skills
Provide remote and on-site technical assistance to usersDocument and follow-up on service tickets using Hola PSA or SimilarProfessional level experience in being a part of a teamProfessional level experience in Microsoft Windows Workstation Environment (Windows 10Win 11 Pro)Professional level experience in Customer ServiceWorking knowledge of Microsoft Office ApplicationsWorking knowledge of Microsoft Windows Server Environment (Windows Server 201620192022)Working knowledge of basic networking equipment and protocolsExpert level in basic troubleshootingAbility to implement/configure/deploy serversAbility to troubleshoot more advanced servicesStrong written and verbal communication skillsMust have own vehicle with valid Driver's LicenseLocal CandidatesOffice Position On Site (No Remote)
Nice-to-Have Skills
Working knowledge of IT Glue/IT BOOSTUnifi Controller experienceVPNs knowledge (SSLGVCSite-2-Site)Ability to determine client needs via phone/email communication
Tools & Platforms
Hola PSAHalo PSAMicrosoft Windows 10Win 11 ProMicrosoft Windows Server 2016Microsoft Windows Server 2019Microsoft Windows Server 2022Microsoft OfficeSonicWallUniFiUnifi ControllerDNSRMM toolsIT GlueIT BOOSTVPN (SSLGVCSite-2-Site)
Required Skills
remote technical assistanceon-site technical assistanceservice ticketshola psahalo psamicrosoft windows 10win 11 promicrosoft windows server 201620192022microsoft officenetworking protocolssonicwallunifidnsvpn sslsite-2-site vpnlans/wansrmm toolsit glueit boostadvanced troubleshootingserver configuration
Hard Skills
Remote technical assistanceOn-site technical assistanceService ticket documentationTicketing CRM systemsMicrosoft Windows workstation environmentMicrosoft Windows Server environmentMicrosoft Office applicationsBasic networking equipmentNetworking protocolsDNSSonicWallUniFiUnifi ControllerVPNs (SSLGVCSite-2-Site)LANs/WANsRMM tools experienceIT Glue/IT BOOSTKnown issue documentation and implementationCustomer support troubleshootingAdvanced troubleshooting of Windows servicesServer implementation/configuration/deploymentAbility to de-escalate customersRemote management
Soft Skills
Customer serviceProfessional communicationDe-escalationMulti-taskingTroubleshooting mindsetPrioritizingFollow-upTimely responsivenessTeamwork
Keywords for Your Resume
Level II Help Deskhelp desktechnical assistanceremote and on-site technical assistanceservice ticketsHola PSAHalo PSAMicrosoft Windows 10Win 11 ProMicrosoft Windows Server 2016Microsoft Windows Server 2019Microsoft Windows Server 2022Microsoft Officebasic networking equipmentnetworking protocolsSonicWallUniFiUnifi ControllerDNSVPNsSSL VPNSite-2-Site VPNLANs/WANsRMM toolsIT GlueIT BOOSTcustomer serviceadvanced troubleshootingserver implementationconfiguredeploy serversde-escalateMicrosoft Windows Server
Deal Breakers
Must have own vehicle with valid Driver's License, Local Candidates / Office Position On Site (No Remote), Professional level experience with Microsoft Windows Workstation Environment (Windows 10, Win 11 Pro), Working knowledge of Microsoft Windows Server Environment (2016, 2019, 2022)
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