Help Desk Technician Level 2; MSP
Listed on 2026-06-12
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IT/Tech
IT Support, Systems Administrator, HelpDesk/Support, Technical Support
We are a growing Cloud and Managed Services Provider hiring a Help Desk Technician Level 2 to support SMB clients in Hackensack and report to the office in Manhattan 3 days per week. This role is ideal for someone with MSP experience who has moved beyond basic Level 1 support and is ready for more exposure to Microsoft 365, Windows Server, networking, backups, security tools, and light project work.
This position has a predictable weekly schedule: three days onsite supporting a major New Jersey client and two days in our New York office working directly with the engineering team. You will provide hands‑on support, assist with escalations, help maintain documentation, and contribute to small projects involving workstations, servers, and network upgrades.
Responsibilities- Provide Level 2 support for end users both remotely and onsite
- Troubleshoot Windows desktops, Microsoft 365, applications, hardware, and connectivity issues
- Assist with Windows Server, Active Directory, Group Policy, and user administration tasks
- Monitor RMM alerts, backup alerts, and support tickets to ensure timely resolution
- Assist with workstation, server, and network upgrade projects
- Support Microsoft 365 administration, SharePoint Online, Azure, and AVD‑related issues
- Troubleshoot basic networking issues involving switches, firewalls, wireless, and VPNs
- Help maintain documentation, knowledge base articles, and troubleshooting notes
- Collaborate with the engineering team on escalations and light project work
- Experience working for a Managed Service Provider
- 2–4+ years of help desk, desktop support, or IT support experience
- Strong experience supporting Windows desktops and Microsoft 365
- Experience with Active Directory user administration, permissions, and basic Group Policy
- Familiarity with Windows Server support and troubleshooting
- Basic networking knowledge including DNS, DHCP, VPNs, wireless, and connectivity troubleshooting
- Exposure to backups, RMM tools, ticketing systems, or endpoint security tools
- Strong communication skills and a client‑focused approach
- Health, Dental, Vision, Life, and Disability Insurance
- Profit Sharing (5% - 10% of salary annually)
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