Help Desk Technician II

Benefits:

• Health Insurance Reimbursement
• 401(k)
• 401(k) matching
• Opportunity for advancement
• Paid time off
• Training & development

The Help Desk Technician II is responsible for delivering a high level of client support through technical troubleshooting, client communication, project coordination, onboarding/offboarding support, and onsite field service. Most work is handled remotely from our Dawsonville office, with onsite visits to client sites as needed. You need to be confident troubleshooting independently and coordinating directly with clients, vendors, and teammates. We run on intent here: you'll be expected to say what you're going to do and why, then do it — not wait to be handed the next step.

This role requires a commute of 30 minutes or less to our Dawsonville office.

The ideal candidate possesses strong technical skills, exceptional communication abilities, sound judgment, operational discipline, and the ability to independently manage work from request intake through resolution.

This role is a real step forward. Help Desk Technician II is where technicians who've mastered Tier 1/2 support take on greater ownership: handling more complex tickets, taking the lead on onsite field work, and taking on more of the onboarding, offboarding, and service coordination workload. From here, driven team members can track toward roles like Help Desk Team Lead and Help Desk Manager, or specialize deeper into security, cloud, or field services as Syclone continues to grow.

We invest in the people who invest in us.

• Takes ownership of outcomes, not just tasks — thinking beyond "what was I asked to do" to "what does this client actually need," and acting on it.
• Operates on intent — states what they're going to do and why, then executes, rather than waiting to be told.
• Owns tickets from intake through resolution — driving issues to completion with minimal supervision, rather than passing them along when things get difficult.
• Delivers technical support clients actually trust — staying professional, responsive, and client-focused even when the problem or the client is difficult.
• Troubleshoots with confidence, remotely and on-site — knows how and when to solve it themselves versus loop in a teammate or vendor to get it done right.
• Documents like it matters — producing prompt, accurate, billing-ready records because good documentation protects the client and the team.
• Leaves client environments better than they found them — helping build secure, reliable, and standardized technology that clients can depend on.
• Spots opportunity, not just problems — bringing forward ideas that help clients and Syclone grow, not just fixing what's broken.

• Troubleshoot hardware, software, network, and cloud-related issues
• Resolve Level 1 and Level 2 support requests
• Support Microsoft 365 environments
• Manage user accounts and permissions
• Respond to client tickets promptly
• Escalate with intent — bring the issue, what you've already tried, and what you recommend doing next

• User onboarding and offboarding
• Equipment deployment and recovery
• Microsoft 365 provisioning, license assignment, and security group management

• Work with the Help Desk Manager to get service work scheduled and sequenced
• Gather required information from clients
• Communicate project timelines
• Drive vendor issues to resolution — own the follow-up rather than waiting on a callback
• Ensure tickets progress without unnecessary delays

• Perform client site visits
• Install and configure hardware and networking equipment — racking and mounting servers, switches, routers, firewalls, and access points
• Deploy computers and peripherals
• Perform…