Helpdesk Specialist Level 2 / MSP

Job Description

Endecom is a growing Managed Service Provider (MSP) in the greater Hartford area looking for an experienced and self-reliant Level 2/3 Technician to join our client-facing Helpdesk and provide exceptional end-user support.

This is a fast-paced role in a busy MSP environment, supporting a diverse range of clients and technologies.

What You'll Do: Role & Responsibilities

Tier 2/3 Support & Troubleshooting

• Provide remote and onsite technical support for a variety of end-user issues, including desktop, network, email, and application problems.
• Answer phones and respond to helpdesk emails, logging detailed, accurate ticketing information for all work performed (using tools like ConnectWise Manage/Automate).
• Perform advanced troubleshooting for common desktop issues (e.g., printing, email, network connectivity).
• Manage system backups and data recovery, utilizing technologies like Datto and Veeam.
• Work with vendors to resolve application-specific issues.
  
  

Systems Maintenance & Deployment

• Build, set up, and deploy new and refurbished computers; manage hardware upgrades and replacements (HDD/SSD, memory).
• Perform patch and security management for workstations and servers.
• Install and configure network printers.
• Manage user accounts in Active Directory and assist with 2FA configuration and password resets.
  
  

Project & Advanced Tasks

• Assist with the planning, staging, configuration, and migration of client data to Microsoft 365 (Exchange Online, SharePoint, OneDrive).
• Set up and configure new Office 365 tenants and provide end-user training.
• Configure, install, and update network gear, including SonicWall/Meraki firewalls and wireless networks.
• Perform physical cabling, data drops, and wiring closet cleanups.
• Assist in outlining project goals and deadlines, and developing standard IT procedures.
  
  

Key Requirements

• Previous professional experience in IT end-user support.
• Proven self-reliance and very strong troubleshooting abilities.
• Excellent verbal and written communication skills are mandatory for client-facing interactions.
• Ability to effectively prioritize tasks and manage time in a demanding environment.
• Must be able to develop trust with end users and provide calm, clear guidance during technical issues.
• Prior experience at an MSP is a significant plus.
  
  

Skills & Technologies

• Microsoft Windows, Windows Server (2012, 2016, 2019, 2022)
• IP addressing/subnets, routers, switches, firewalls, VPNs; Troubleshooting commands (ping, nslookup, tracert, ipconfig, netstat).
• Active Directory, DNS, DHCP, WSUS, GPO.
• Microsoft Cloud Services (Azure AD, Intune, SharePoint, OneDrive, Microsoft 365); Familiarity with virtualization/cloud (Hyper-V, Azure, AWS).
• POP/SMTP, IMAP, MX Records, Spam Filtering.
• Antivirus, EDR/XDR, Malware/Ransomware prevention, 2FA, Encryption.
• Ticketing & RMM software (e.g., ConnectWise Manage/Automate), PowerShell/scripting, VOIP phone systems.
  
  

How to Apply

To be considered for this position, please submit your resume AND email the hiring manager with the subject line "Endecom November 2025" to: nick@endecom.com

We appreciate your interest and look forward to hearing from you!

Company Description

Cyber-security focused MSP supporting a wide range of clients and technologies.

Cyber-security focused MSP supporting a wide range of clients and technologies.