Help Desk Technician II

A New Jersey MSP is seeking a skilled and customer-focused Help Desk Technician to join their growing team. This organization supports small to mid-sized businesses with proactive IT services and a relationship-first approach. This is a full-time opportunity, with occasional travel to local client sites.

If you thrive in a fast-paced support environment, enjoy solving technical challenges, and want to make a meaningful impact, this opportunity could be the perfect fit. As a Help Desk Technician, you'll act as a key escalation point for complex technical issues, work with a broad range of technologies, and help ensure seamless IT operations for clients. This role offers hands-on work, team collaboration, and exposure to both legacy and modern systems.
Required Skills & Experience:

• 3+ years of related work experience or BS in Information Systems or a related field
• Clear, friendly, and professional phone communication
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users
• Strong attention to detail and ability to manage multiple assignments
• Experience with Windows Desktop and Server Operating Systems, including Active Directory and Group Policy
• Proficiency in VMware ESXi and Microsoft Hyper-V
• Knowledge of Microsoft 365 including Intune, SharePoint, and Defender
• Experience with SMB networking equipment: SonicWall, FortiGate, Meraki, UniFi
• Ability to type a minimum of 40 words per minute
• Reliable transportation and ability to travel to client sites when necessary
• Physical ability to lift and move PC system components

What You Will Be Doing:
Responsibilities

• Act as an escalation point for unresolved issues from Tier I technicians
• Provide Level 2 support for computer hardware, software, and network issues
• Communicate with clients via phone, email, and occasionally in person
• Troubleshoot and resolve advanced issues related to routing, switching, Active Directory, DHCP, and DNS
• Document incidents, actions taken, and escalate issues as necessary
• Collaborate with the Help Desk Lead and other team members to deliver top-tier support
• Occasionally travel to client sites for on-site service and support

Tech Breakdown:

• 40% Windows Server / Desktop Environments (2010-Present)
• 25% Microsoft 365 Ecosystem (Intune, SharePoint, Defender)
• 15% Virtualization (VMware ESXi, Microsoft Hyper-V)
• 15% Networking (Routing, Switching, Firewalls - SonicWall, Meraki, FortiGate, UniFi)
• 5% Documentation and Internal Tools

The Offer:

• Bonus eligible based on performance

You will receive the following benefits:

• Medical, Dental, and Vision Insurance
• Paid Vacation Time
• Stock Options