IT Helpdesk Technician II

IT Helpdesk Technician Position Overview The IT Helpdesk Technician II is a mid-level technical resource responsible for advanced troubleshooting, issue resolution, and escalation support within a managed services environment. This role serves as a primary escalation point for Tier I staff and ensures timely, accurate resolution of client incidents and service requests. The Technician II also contributes to documentation, process improvement, and mentoring junior staff while delivering an exceptional client experience. Key Responsibilities - Act as escalation point for Tier I technicians - Perform advanced triage and root cause analysis - Own tickets through resolution and meet SLAs - Handle high-priority incidents professionally - Support desktops, servers, networks, and Microsoft 365 - Troubleshoot Windows OS, Active Directory, Exchange Online - Support network infrastructure and backup systems - Support VPN, RDP, and remote access tools - Use PSA (ConnectWise Manage) for ticketing and time tracking - Use RMM tools (Datto RMM) for monitoring and automation - Maintain documentation in IT Glue or knowledge base - Create SOPs and knowledge articles - Communicate clearly with non-technical users - Provide timely updates and resolution expectations - Deliver remote and on-site support - Mentor Tier I technicians - Identify trends and improvement opportunities - Participate in training and team initiatives Qualifications & Requirements - 2–4+ years of IT support experience, preferably in an MSP - Strong troubleshooting skills across Windows and networking - Experience with Microsoft 365, Active Directory, DNS, DHCP - Familiarity with backup and DR solutions - Experience with PSA and RMM tools - Strong communication and customer service skills - Candidates must be located in the Yuma, AZ area to support on-site client needs Certifications (Preferred): CompTIA A+, Network+, Security+, Microsoft certifications Preferred Skills & Experience - PowerShell scripting - Virtualization (Hyper-V, VMware) - Compliance frameworks (HIPAA, PCI) - macOS support - Mobile Device Management (Intune) - Basic cabling knowledge Work Environment & Expectations - Reports to Helpdesk Manager or Service Desk Lead - Full-time, hourly role - On-call rotation may be required - Ability to lift up to 40 lbs Success Metrics - SLA adherence and resolution time - Ticket ownership and completion - Documentation accuracy - Client satisfaction - Contribution to knowledge base Compensation Pay Range: $24.00 – $26.00 per hour (depending on experience) Benefits: · 401(k) · 401(k) matching · Dental insurance · Health insurance · Health savings account · Life insurance · On-the-job training · Paid time off · Vision insurance Work Location: Yuma, AZ Pay: $24.00 - $26.00 per hour Benefits: 401(k) 401(k) matching Dental insurance Employee assistance program Health insurance Health savings account Life insurance Retirement plan Vision insurance Work Location: In person