Help Desk Technician II

Cleveland, OH
Full Time
Experienced

Location: Cleveland, Ohio (In-Office) 

Salary: $70,000 - $80,000 (DOE) 

Growth Opportunity | Professional Development | Great Benefits 


Who We Are 

We’re a trusted Managed IT Service Provider based in the Cleveland Area, partnering with businesses of all sizes to deliver cutting-edge IT solutions. From desktop to servers, networks, and telecommunications, we help organizations optimize their IT investments while minimizing costs. 

We’re more than just an IT company—we’re problem-solvers, innovators, and passionate technologists who love what we do. And we’re looking for YOU to join our team!  We are deeply committed to the growth and development of our team.  If this interests you, read on... 

About the Role 

We are looking for a Helpdesk Technician II to join our team.  

In this role, you will manage escalations from Level 1 technicians, troubleshoot complex IT issues, and support critical IT functions. 

If you love diving into technical challenges, thrive on helping others, and are looking to advance your career in IT, this is the perfect opportunity for you! 

Responsibilities 

  • Troubleshoot advanced hardware/software issues (drivers, application errors, Windows updates).  
  • Manage Microsoft 365 and Azure (user groups, security policies, SharePoint, OneDrive).  
  • Configure and troubleshoot firewalls, routers, and VPN connections.
  • Support Active Directory, GPOs, and Windows Server administration. 
  • Work with backup solutions (Datto, Veeam) and assist with data recovery.  
  • Support cloud-based and virtual desktop environments (Azure Virtual Desktop, Citrix). 
  • Create documentation and knowledge base articles for recurring issues.  
  • Train and mentor L1 technicians.

Requirements 

Experience: 2-4 years in an MSP or IT support role. 

Technical Skills: 

  • Advanced Windows troubleshooting (Event Viewer, registry edits).  

  • Microsoft 365 & Azure administration (Exchange, Intune, Conditional Access). 

  • Networking fundamentals (firewalls, VLANs, SD-WAN, DNS troubleshooting). 

  • PowerShell scripting (basic automation tasks).  

  • Experience with RMM tools (NinjaRMM, Datto RMM, Kaseya, etc.).  

Soft Skills:  

  • Ability to manage multiple escalations and high-pressure issues.  

  • Strong documentation and problem-solving skills.  

Certifications (Preferred but Not Required):  

  • CompTIA A+ CompTIA Network+ or CCNA  

  • Microsoft 365 Certified: Modern Desktop Administrator  

  • Azure Administrator Associate 


Why You’ll Love Working With Us 

  • Full-time, in-office (M-F, 8:30 AM - 5:30 PM) 
    • Limited local travel (15-25%) + monthly fuel stipend 
    • Occasional out-of-state travel (a few times a year) 
  • Medical Insurance Options 
  • 401K with 4% matching 
  • Life Insurance 
  • Paid Time Off (2 weeks vacation + 8 national holidays) 
  • Professional Development Program (get certified and get bonuses + salary increases) 
  • Additional Perks & Discounts 

If you're looking for a role where your skills are valued, you can make a real impact, and there’s room to grow, we’d love to meet you. 

Apply today and let’s build something great together! 

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