Help Desk Specialist at IT TechPros, Inc.

Escondido, California, United States -

Full Time

Start Date

Immediate

Expiry Date

15 May, 26

Salary

0.0

Posted On

14 Feb, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Tier 1-2 Support, Hardware Troubleshooting, Software Troubleshooting, Network Connectivity, Windows Support, MacOS Support, Microsoft 365, Active Directory, Azure AD, Remote Support, Ticketing Systems, Customer Service, On-call Rotation, DNS, DHCP, TCP/IP

Industry

IT Services and IT Consulting

Description

About the role The Help Desk II Technician is a mid-level IT support role designed for professionals with hands-on technical experience and strong customer-facing skills. This position builds on Help Desk I responsibilities and requires deeper technical knowledge, greater autonomy, and the ability to troubleshoot and resolve more complex issues across systems, networks, and applications. Help Desk II technicians handle escalations from Help Desk I for issues that require greater technical depth and experience, while continuing to support reliable, secure, and efficient IT environments. What you'll do Provide Tier 1-2 technical support for desktops, laptops, mobile devices, operating systems, and business applications Receive and resolve escalated tickets from Help Desk I that require deeper technical investigation Troubleshoot hardware, software, network connectivity, and performance issues both remotely and onsite Traveling to client locations to assist with hands-on troubleshooting (all client sites are within 25 miles of the office) Support Windows and macOS environments, including user profiles, system configurations, and OS-level troubleshooting Manage and support Microsoft 365, including Exchange, Teams, SharePoint, and OneDrive Assist with user account management in Active Directory and Azure AD, including permissions, group policies, and password issues Identify recurring issues and recommend long-term fixes or process improvements Document solutions, troubleshooting steps, and known issues in the ticketing system and internal knowledge base Communicate clearly with end users, setting expectations and providing timely updates Support onboarding and offboarding processes, including device setup and access provisioning Assist with patching, updates, and basic security tasks under established procedures Participate in an on-call rotation, including occasional weekend coverage, to support client needs Collaborate with senior engineers and other departments on projects and larger technical initiatives Qualifications 2-5 years of experience in a help desk or technical support role Strong working knowledge of Windows operating systems and basic macOS support Experience supporting Microsoft 365 and common business productivity tools Solid understanding of networking fundamentals such as DNS, DHCP, TCP/IP, VPNs, and Wi-Fi Hands-on experience with Active Directory and basic Azure AD administration Familiarity with endpoint management, remote support tools, and ticketing systems Proven ability to troubleshoot independently and manage multiple issues at once Strong customer service skills with experience interacting directly with end users Ability to explain technical concepts clearly to non-technical audiences What Success Looks Like in This Role Issues are resolved efficiently with minimal escalation Client SLAs are followed End users feel supported, informed, and confident in the help they receive Documentation is clear, accurate, and consistently maintained The technician operates with confidence, ownership, and accountability Why Work at IT TechPros IT TechPros is a place where you can truly grow your technical skills and build a long term career. In this role, you will get hands on experience in real IT environments, work side by side with senior engineers and cybersecurity professionals, and contribute to projects that push your skills further. When you perform well, you are trusted with more responsibility, given opportunities to specialize, and supported as you move toward senior support or cybersecurity focused roles. We also focus on creating a workplace where people are supported and equipped to do their best work: Health and dental coverage to support your well-being Generous vacation time that increases with tenure, giving you time to rest and recharge Ongoing training and certification support to continue building your technical skills Real-world experience with a well-established MSP and opportunities for career advancement Team lunches and seasonal events at some of San Diego’s best spots Reporting Structure This role reports to the Chief Technology Officer and works closely with senior engineers and other technical teams.

Responsibilities

This role provides Tier 1-2 technical support for various systems, handling escalated tickets requiring deeper investigation into hardware, software, and network issues both remotely and onsite. Responsibilities also include managing Microsoft 365, user account administration in Active Directory, documenting solutions, and participating in an on-call rotation.