What are the responsibilities and job description for the Help Desk Specialist II position at IT TechPros, Inc.?
Salary: $22-$27/hrAbout UsIT TechPros is a Managed Service Provider built on the belief that IT should be simple, reliable, and genuinely helpful. We know how nuanced technology can be, and thats why its our goal to make it work seamlessly for your business.We see our clients as partners, not tickets in a queue. Our team delivers a premium level of support that helps your people feel supported, confident, and productive while we manage the complexity behind the scenes. By connecting the tools you depend on with the people who use them every day, we make IT feel more human, dependable, and stress-free.OverviewThe Help Desk II Technician is a mid-level IT support role designed for professionals with hands-on technical experience and strong customer-facing skills. This position builds on Help Desk I responsibilities and requires deeper technical knowledge, greater autonomy, and the ability to troubleshoot and resolve more complex issues across systems, networks, and applications. Help Desk II technicians handle escalations from Help Desk I for issues that require greater technical depth and experience, while continuing to support reliable, secure, and efficient IT environments.Key ResponsibilitiesProvide advanced technical support for desktops, laptops, mobile devices, operating systems, and business applicationsReceive and resolve escalated tickets from Help Desk I that require deeper technical investigationTroubleshoot hardware, software, network connectivity, and performance issues both remotely and onsiteTraveling to client locations to assist with hands-on troubleshooting (all client sites are within 20 miles of the office)Support Windows and macOS environments, including user profiles, system configurations, and OS-level troubleshootingManage and support Microsoft 365, including Exchange, Teams, SharePoint, and OneDriveAssist with user account management in Active Directory and Azure AD, including permissions, group policies, and password issuesIdentify recurring issues and recommend long-term fixes or process improvementsDocument solutions, troubleshooting steps, and known issues in the ticketing system and internal knowledge baseCommunicate clearly with end users, setting expectations and providing timely updatesSupport onboarding and offboarding processes, including device setup and access provisioningAssist with patching, updates, and basic security tasks under established proceduresParticipate in an on-call rotation, including occasional weekend coverage, to support client needsCollaborate with senior engineers and other departments on projects and larger technical initiativesRequired Skills and Experience2-5 years of experience in a help desk or technical support roleStrong working knowledge of Windows operating systems and basic macOS supportExperience supporting Microsoft 365 and common business productivity toolsSolid understanding of networking fundamentals such as DNS, DHCP, TCP/IP, VPNs, and Wi-FiHands-on experience with Active Directory and basic Azure AD administrationFamiliarity with endpoint management, remote support tools, and ticketing systemsProven ability to troubleshoot independently and manage multiple issues at onceStrong customer service skills with experience interacting directly with end usersAbility to explain technical concepts clearly to non-technical audiencesPreferred QualificationsExperience in an MSP or fast-paced support environmentExposure to security best practices, endpoint protection, and access controlsBasic scripting or automation experienceRelevant certifications such as CompTIA A , Network , Microsoft, or equivalent experienceWhat Success Looks Like in This RoleIssues are resolved efficiently with minimal escalationEnd users feel supported, informed, and confident in the help they receiveDocumentation is clear, accurate, and consistently maintainedTechnical judgment improves system reliability and reduces repeat issuesThe technician operates with confidence, ownership, and accountabilityWhy Work at IT TechProsIT TechPros is a place to build real technical experience and move your career forward. This role offers hands-on exposure to more complex IT environments, direct collaboration with senior engineers and cybersecurity professionals, and participation in projects that deepen your technical skills. Strong performance leads to expanded responsibilities, deeper specialization, and clear paths into senior support or cybersecurity-focused roles.We also focus on creating a workplace where people are supported and equipped to do their best work:Health and dental coverage for you and your familyGenerous vacation time that increases with tenure, allowing you to disconnect and rechargeCompany laptop and phone stipend to stay equipped and connectedOngoing training and certification support to continue building your skillsReal-world experience with a well-established MSP and opportunities for career advancementTeam lunches and seasonal events at some of San Diegos best spotsReporting StructureThis role reports to the Chief Technology Officer and works closely with senior engineers and other technical teams.
Salary : $22 - $27