What are the responsibilities and job description for the Service Desk II position at Catapult Solutions Group?
IT Helpdesk Support Technician (Level 1/2)
6-Month Contract – Hybrid – West Lebanon, NH
Location: West Lebanon, NH (hybrid – 2 days per week onsite)
Duration: 6-month contract
Schedule: Full-time, standard business hours
Pay - Up to $29/hr
Overview
Our client is seeking an IT Helpdesk Support Technician (Level 1/2) to provide hands-on end-user support and assist with a range of active infrastructure projects. This is a hybrid role based out of West Lebanon, NH, requiring two days per week onsite. The right candidate is comfortable splitting time between day-to-day helpdesk tickets and project-based work in a mixed Mac/Windows environment, including physical work in warehouse and server room settings.
Key Responsibilities
- Provide Level 1/2 helpdesk support to onsite and remote end users, including warehouse staff and office personnel
- Support and troubleshoot macOS devices, including imaging, deployment, and configuration of new MacBook Pros for end users
- Administer and support devices through Mosyle MDM, including enrollment, policy management, and troubleshooting
- Manage and troubleshoot mapped network drives and file share access
- Provide auxiliary server support, including basic administration, monitoring, and escalation
- Support password management workflows and user administration in Bitwarden
- Assist with storage expansion initiatives, including capacity planning support and hardware installation
- Support power infrastructure work, including PDU configuration and migration to utility power
- Assist with endpoint certificate authority (CA) renewal planning and deployment across managed devices
- Support physical infrastructure projects, including relocating equipment between racks and top-of-rack switch setup and cabling
- Document procedures, asset moves, and configurations; maintain accurate ticket records
Required Qualifications
- 1–3 years of experience in a helpdesk, desktop support, or IT support role (Level 1/2)
- Strong hands-on experience supporting macOS in a business environment
- Experience with an MDM platform (Mosyle preferred; Jamf, Intune, or Kandji acceptable)
- Working knowledge of Windows networking fundamentals, including mapped drives, permissions, and Active Directory basics
- Comfort working physically with hardware: racking/unracking equipment, cable management, switch installation, and PDU work
- Strong troubleshooting skills and clear written and verbal communication
- Ability to work onsite in West Lebanon, NH two days per week
Preferred Qualifications
- Experience with Bitwarden or similar enterprise password managers
- Exposure to server administration (Windows or Linux)
- Familiarity with storage platforms and capacity expansion projects
- Experience with PKI/certificate management on endpoints
- Prior experience supporting warehouse or distribution environments
Work Environment
- This role splits time between standard office/helpdesk support and hands-on work in warehouse and server room environments. Candidates should be comfortable lifting and moving IT equipment and working around racks, cabling, and power distribution hardware.