What are the responsibilities and job description for the IT Help Desk Technician position at Bloo Solutions?
Level 2 Help Desk Technician
Bloo Solutions | Western Massachusetts (Chicopee / Springfield Area)
Full-Time | On-Site with Some Client Travel | Occasional Remote Flexibility
About Bloo Solutions
Bloo Solutions has been delivering reliable, security-focused IT services to businesses across Western Massachusetts since 1999. We specialize in cybersecurity, compliance, and managed IT services for regulated industries including healthcare, finance, professional services, and retail—supporting government contracts, HIPAA, PCI, and FINRA requirements.
Our reputation is built on responsiveness, trust, and accountability. We maintain an average response time of under 10 minutes during business hours and stand behind our work with a 100% satisfaction guarantee. Every client environment is different, and we design solutions that support both security and long-term growth.
About the Role
We are seeking a Level 2 Help Desk Technician who enjoys structured environments, follows documented processes, and actively helps improve them. This role is ideal for someone who likes solving problems methodically, reducing repeat issues through automation, and making systems cleaner and more efficient over time.
You will handle client escalations, assist with projects, and contribute directly to improving our internal systems, workflows, and documentation. This is a hands-on MSP role in a small, fast-moving team where your ideas matter and your impact is visible.
Key Responsibilities
Client Support & Troubleshooting
- Handle Level 2 help desk escalations with a calm, structured approach.
- Troubleshoot Windows 10/11, Microsoft 365, Entra ID / Active Directory, Office applications, printers, VPNs, MFA, and common SMB configurations.
- Assist with workstation deployments, Windows 11 upgrades, migrations, and basic network troubleshooting.
- Communicate clearly with clients—explaining issues and solutions without jargon or panic.
Process Discipline, Documentation & Improvement
- Follow standard operating procedures (SOPs) consistently.
- Help refine and improve SOPs when they are unclear, outdated, or inefficient.
- Maintain accurate client documentation and environment notes.
- Identify recurring issues and propose improvements through better processes, automation, or tooling.
- Practice good ticket hygiene, escalation discipline, and tool usage.
Tools & Platforms
You will work directly with our core MSP stack:
- ConnectWise Manage – ticketing, time entry, SLAs, and workflows
- NinjaOne RMM – agent management, alerting, remediation, scripting
- ConnectWise ScreenConnect – secure remote support
- Additional platforms including Proofpoint, SonicWall, UniFi, Huntress, Acronis, Synology, and others. Must be a self-learner and good at research and learning new tools and skills.
Project & Systems Work
- Assist with Microsoft 365 migrations (Exchange, SharePoint, Teams).
- Deploy and configure workstations and hardware for client cutovers.
- Support firewall installs, Wi-Fi deployments, VLAN changes, and infrastructure improvements.
- Collaborate with the team to design and roll out improved internal systems as the company scales.
Ideal Technical Mindset & Culture Fit
We’re looking for someone who genuinely enjoys technology—not someone who only touches it from 9–
This role is a great fit if you:
- Automate repetitive tasks because repetition annoys you.
- Use PowerShell (or similar tools) beyond just work requirements.
- Run a homelab, test tools, or experiment with VMs.
- Like breaking systems apart and rebuilding them better.
- Enjoy improving workflows, documentation, and system reliability.
- A proactive, forward-thinking mindset is encouraged and rewarded.
Important Experience / Skills
- 2–4 years in an MSP or fast-paced IT support environment or similar
- Strong troubleshooting skills across Windows, Microsoft 365, and basic networking.
- Clear, professional communication skills with both clients and teammates.
- Ability to work independently, manage priorities, and follow through on tasks.
Bonus Skills (Should have at least 1 of these)
- PowerShell or NinjaOne scripting and automation experience.
- Process or system-building experience to improve efficiency.
- Experience with SonicWall or UniFi networking (VLANs, VPNs, Layer 2/3 concepts).
- SharePoint migrations or Teams/SharePoint structure redesigns.
- Relevant certifications (CompTIA A , Network , Security , Microsoft 365 Fundamentals, ITIL, etc.).
Compensation Competitive, based on experience and value added to team.