Help Desk Technician II

Company Overview

Harbor IT is a leading Managed Service Provider offering advanced Cybersecurity, IT, and Cloud Services. Backed by Worklyn Partners since 2022, the company has experienced rapid organic growth and strategic acquisitions.

Position Overview

The Help Desk Technician II role is a Tier 2 escalation position responsible for advanced troubleshooting, technical leadership, and mentoring within the help desk team. This role requires managing tickets end-to-end and resolving complex issues across diverse client environments while ensuring high quality support.

Key Responsibilities

• Escalate and resolve advanced hardware, software, and network issues.
• Support and manage Microsoft 365, Intune, and Active Directory environments.
• Troubleshoot Windows 10/11 issues, user profiles, and network connectivity.
• Manage endpoint security using SentinelOne, ThreatLocker, and N-able.
• Document technical processes and contribute to internal knowledge base.
• Collaborate with infrastructure and project teams for deployments and upgrades.
• Perform proactive system monitoring and maintenance.
• Communicate technical solutions clearly to clients and team members.

Qualifications & Skills

Applicants should have strong technical proficiency in Windows environments, networking fundamentals, and Microsoft cloud services, along with experience in ticket triage and root cause analysis within an MSP setting. Familiarity with tools like SentinelOne, ThreatLocker, DUO, and N-able is essential, as is excellent communication and mentoring ability.

Education & Experience

A Bachelor’s degree in Information Systems, Computer Science or a related discipline is preferred. Candidates should have 3+ years of IT support experience in an MSP environment, with relevant certifications such as CompTIA Network+ or Microsoft 365 Certified: Modern Desktop Administrator being an advantage.

Work Environment & Pay

This is a remote position requiring PST hours. Work in a fast-paced, collaborative MSP culture with exposure to enterprise-grade tools and clients across multiple industries. The pay range is approximately 30 to 35.58 USD per hour.

Key skills/competency

Tier 2 support, Microsoft 365, Active Directory, Intune, Windows troubleshooting, network, SentinelOne, cybersecurity, customer service, documentation.