Help Desk Technician II
Share
Job Location:
Reston, VA - USA
Monthly Salary:
Not Disclosed
Posted on:
8 hours ago
Vacancies:
1 Vacancy
Job Summary
The Tier 2 Help Desk Technician provides advanced technical support within a Managed Service Provider (MSP) environment supporting multiple client organizations across a variety of systems and technologies. This role serves as the escalation point for Tier 1 technicians andis responsible fordiagnosing and resolving more complex technical issues involving Microsoft 365 endpoint devices networking and remote access technologies.
The Tier 2 Technician is expected to take ownership of escalated tickets perform thorough troubleshooting document findings and resolve issues within established service level agreements (SLAs). When issues exceed Tier 2 scope the technician will escalate to Tier 3 engineers with detailed documentation and diagnostic results.
This role requires strong problem-solving skills the ability to work efficiently in a fast-paced ticket-driven environment and a commitment to delivering excellent customer service.
Role &Responsibilities:
- Serve as the primary escalation point for Tier 1 support technicians.
- Manage and resolve escalated service requests and incidentsin accordance withestablished SLAs.
- Maintain clear and detailed documentation within the ticketing system including troubleshooting steps actions taken and final resolution.
- Prioritize and manage multiple client tickets across various environments simultaneously.
- Providetimelycommunication and updates to clients and internal teamsregardingticket status.
- Escalate unresolved issues to Tier 3 engineers with complete technical documentation and diagnostics.
- Troubleshoot advanced Outlook and Exchange Online issues including email delivery delays mailbox rules conflicts and email flow issues.
- Diagnose and resolve Microsoft 365 integration issues involving SharePoint OneDrive Teams and Outlook.
- Resolve complex OneDrive and SharePoint synchronization problems.
- Provide advanced Microsoft Teams support including call quality troubleshooting meeting issues and configuration problems.
- Troubleshoot and resolve multi-factor authentication (MFA) issues including device resets and authentication conflicts.
- Perform advanced workstation troubleshooting for Windows 10/11 devices.
- Manage workstation imaging deployment and configuration for new user setups and hardware replacements.
- Deploy and configure applications using endpoint management platforms such as Microsoft Endpoint Manager / Intune.
- Monitor andmaintainworkstation patch compliance and updates.
- Diagnose slow system performanceidentifyingresource bottlenecks storage issues or problematic applications.
- Coordinate hardware replacements upgrades and warranty repairs.
- Manage security group membership changes and access-related requests.
- Troubleshoot Microsoft 365 authentication and security issues including MFA configuration problems.
- Utilize basic PowerShell scripting to support administrative tasks such as user updates license verification or bulk actions.
- Perform network connectivity diagnostics for workstation-related issues.
- Troubleshoot and configure VPN and remote access solutions for client environments.
- Work with network diagnostic tools toidentifyconnectivity problems affecting endpoints.
- Manage devices through Mobile Device Management (MDM) platforms including enrollment configuration policies and remote wipe actions.
- Support client mobile device configurations and corporate access requirements.
Competencies / Skills:
- 25 years of experience in a Help Desk Service Desk or MSP support environment.
- Strong experience supporting Windows 10/11 and Microsoft 365 environments.
- Experience with endpoint management tools such as Microsoft Endpoint Manager or Intune.
- Familiarity with Active Directory security groups and identity management.
- Experience troubleshooting network connectivity and VPN issues.
- Ability to manage multiple tickets simultaneously while meeting SLA targets.
- 3 years of experience in a customer service or technical support setting.
- Strong written and verbal communication skills.
- Advanced troubleshooting and problem-solving
- Strong documentation and ticket management
- Customer-focused service delivery
- Ability to work effectively in a multi-client MSP environment
- Time management and prioritization under SLA-driven workloads
Preferred:
- Bachelors degree in Computer Science/Information Systems/related field preferred
- CompTIA A
- CompTIA Security
- Microsoft 365 Certified: Modern Desktop Administrator
- Microsoft Endpoint Administrator Associate
- Other Microsoft or endpoint management certifications
Successful completion of a background investigation and credit check isrequired.
Where required by law this posting includes agoodfaithpay range for candidates who will perform the role in specificjurisdictions. For other locations the actual compensation may differ. Final compensation will bedeterminedbased on qualifications experience skills work location internal equity and current market data. This job posting is not a contract or promise of employment or anyparticular compensation and any employment offer will be set out in a written offer letter.
EOE M/F/D/V
Required Experience:
IC
Key Skills
- user account
- Active Directory
- Customer Service
- Information Technology
- desk support
- End user
- Project Management
- Phone Calls
- service levels agreement
- Desk Staff
- Ltil
- Procedures
- Setup
- hardware
- Technical Support
About Company
NeoSystems offers strategic back office services, hosting, CMMC & security services for government contractors. Find out what we can do for your business!
