Help Desk Analyst II

Job Description

We are seeking a skilled Level 2 Help Desk Technician to join our team on a part-time basis (average 20 hours per week) to support a local Managed Service Provider (MSP). The ideal candidate has previous experience working within an MSP environment or providing direct client support during onsite escalations. This role requires a strong understanding of IT technical support and exceptional troubleshooting skills in both remote and onsite settings.

Key Responsibilities:

Provide prompt remote and onsite IT technical support for end-user requests.

Troubleshoot and resolve networking issues, including TCP/IP, routing, and switching concepts.

Perform hardware diagnostics and support for workstations and servers (HP/Dell).

Manage and implement firewalls (experience is a plus).

Address common issues such as:

Mapping drives and shares.

Resolving connection problems.

Removing viruses/spyware and performing general system cleanups.

Configuring and troubleshooting smartphones.

Setting up email accounts (Outlook or other clients) and managing email archives.

Manage user accounts, including creating new users, resetting passwords, unlocking accounts, and managing groups and email boxes.

Install and configure applications, printers, and create printer settings.

Support VPN and remote access solutions.

Create, update, close, route, and escalate tickets in the CRM system.

Maintain professionalism and adherence to attendance requirements.

Perform other duties as assigned.

Desired Skills & Experience:

Candidates with the following background and expertise will be given priority:

Previous experience in mid-sized environments with in-house IT support resources.

Knowledge and support of cloud computing solutions like Office 365 and Google Apps.

Proficiency in Microsoft Group Policy Administration (certifications are a plus).

Wireless network implementation and management.

Familiarity with corporate antivirus remediation solutions.

Hands-on experience with Kaseya for remote login and ticket management.

Proficiency in Hyper-V, Citrix, and Mac OSX.

Additional Qualifications:

Previous experience with Kaseya software is a bonus.

Capability in managing and maintaining firewall systems is a strong plus.

Demonstrates excellent problem-solving skills and the ability to work independently.

Strong communication skills with a focus on client service and satisfaction.

This part-time opportunity is ideal for someone looking to join a dynamic and fast-paced MSP environment while managing flexible hours.

If you are passionate about delivering top-tier IT support and possess a blend of technical expertise and client-facing skills, we encourage you to apply.Microsoft, Active Directory, Computer Hardware, Configuration Management, Deployments, TCP/IP, Hyper-V, Group Policy, MS Office 365, Google Apps, VPN - Virtual Private Network, Remote Access

Hybrid remote