(On-Site) IT Helpdesk Tier 2 · BowTiedCyber Hoodies

Airese Kaw

9h • Job Postings

(On-Site) IT Helpdesk Tier 2

Location: Phoenix, AZ

What you'll be doing:

Helpdesk Support: Provide Level 2/3 IT Helpdesk support and respond to client issues, ensuring efficient resolution for Windows, macOS, and mobile devices (iOS/Android)
Manage Your Workload: Stay organized and on top of tasks to ensure timely completion.
Office 365 Administration: Manage and configure Microsoft 365 applications, including Exchange Online, SharePoint, Teams, Security & Compliance Centers, and OneDrive
Networking Management & Troubleshooting: Configure and troubleshoot network protocols like DNS, DHCP, VLANs, VPNs, and firewall rules using platforms like SonicWall, Meraki, and Unifi.
Endpoint Management: Utilize Microsoft Intune for device management, policy enforcement, and Windows Autopilot for device provisioning.
Azure Administration: Assist with tasks related to Azure Active Directory (Azure AD), Virtual Machines, Azure Networking, and cloud-based resource management
Email Security: Configure SPF, DKIM, DMARC, and other email security settings for safe and reliable email delivery across the client’s domain.
Hardware & Software Support: Troubleshoot and resolve PCs, laptops, printers, and other peripheral devices; provide support for software installations, patch management, and driver updates.
Build Client Relationships: Maintain a helpful, friendly demeanor while assisting clients.
Ticket Management & Documentation: Maintain accurate service tickets, document solutions, and ensure timely communication with clients using ITSM tools
Project Assistance: Participate in various IT projects, including on-site hardware installations, network setups, software migrations, and cloud services deployment
After-Hours Support: Occasionally participate in on-call support to resolve urgent issues.
Client Training & Education: Provide guidance and training to clients on best practices, system usage, and IT security measures.
Proactively Identify Issues: Take the initiative to spot and fix potential problems

Requirements

MSP Experience: A familiarity with the variety and size of clientele that comes along with working within an MSP.
Office 365 Proficiency: Advanced skills in Office 365 Administration, with a deep understanding of Exchange Online, Teams, and SharePoint.
Networking Skills: Experience in network configurations, routing, switching, firewall settings, TCP/IP, and remote access/VPNs.
Email Security: Configuration and management of email security protocols, including SPF, DKIM, and DMARC
Azure Knowledge: Basic understanding of Azure AD, Virtual Machines, and resource management
Networking: Intermediate or higher-level networking knowledge, including DNS, DHCP, VPNs, and firewall configurations
Desktop Support: Troubleshooting Windows and macOS environments, software deployments, and user profile management
Technical Proficiency: Knowledgeable in Microsoft Intune, Windows Autopilot, Azure AD, and Active Directory (GPOs, user management).
Troubleshooting Expertise: Proven ability to resolve hardware/software issues, diagnose network problems, and implement IT security solutions.
Certifications (Preferred): CompTIA A+, Network+, Security+, CCNA, or Microsoft Certified credentials (e.g., MS-100, MS-101).
Soft Skills: Strong customer service, communication, and problem-solving skills with a friendly demeanor.
Desire to Learn & Grow: A proactive attitude with the willingness to learn new technologies and improve existing processes.