What are the responsibilities and job description for the Help Desk Technician 2 position at Phipps Houses?
Overview
We seek a proactive and experienced IT Help Desk Technician – Level 2 to provide escalated technical support and contribute to IT projects, system administration, and security initiatives. This role involves troubleshooting complex IT issues, improving IT processes, and supporting various infrastructure components, including servers, networking, cloud applications, and mobile device management.
The ideal candidate has a strong technical background, excellent problem-solving skills, and the ability to work independently and as part of a team. This position reports to the IT Help Desk Manager and works closely with end-users and senior IT staff.
The salary range for this role is $70-85k.
Key Responsibilities
- Act as an escalation point for Level 1 technicians and resolve complex technical issues.
- Provide advanced troubleshooting and administration for Windows and macOS environments.
- Manage Active Directory, Group Policy, and user account provisioning.
- Support Microsoft 365 (Exchange, Teams, OneDrive, SharePoint) and cloud services.
- Configure, maintain and troubleshoot network devices (firewalls, switches, Wi-Fi, VPNs, VoIP).
- Assist with security compliance initiatives, including MFA, endpoint protection, and access controls.
- Deploy and maintain virtualized environments (VMware, Hyper-V).
- Manage patching, software deployments, and IT asset inventory.
- Document technical procedures, contribute to the internal knowledge base, and mentor junior team members.
- Participate in IT projects, migrations, and infrastructure upgrades.
Requirements
- 4 years of experience in IT support, with at least 2 years handling Level 2 escalations.
- Strong knowledge of Windows Server, Active Directory, and Group Policy management.
- Hands-on experience with networking concepts (TCP/IP, DNS, DHCP, VLANs, firewalls, VPNs).
- Experience with mobile device management (UEM) platforms, such as Workspace ONE UEM, Microsoft Intune, or Jamf.
- Familiarity with virtualization technologies (VMware, Hyper-V).
- Proficiency in Microsoft 365 administration (Exchange Online, Teams, SharePoint).
- Experience with ticketing systems (ServiceDesk Plus, Jira) and remote support tools.
- Knowledge of cybersecurity best practices (MFA, endpoint protection, data encryption).
- Ability to troubleshoot hardware issues, including desktops, laptops, printers, and peripherals.
- Excellent problem-solving, communication, and documentation skills.
Preferred Qualifications
- Certifications include CompTIA Network , Security , Microsoft 365 Certified, Azure Fundamentals, and ITIL Foundations.
- Experience with cloud-based solutions (Azure, Google Workspace).
- Knowledge of basic automation/scripting (PowerShell).
- Experience supporting remote and hybrid work environments.
Education
- Bachelor’s degree in IT, Computer Science, or a related field (or equivalent hands-on experience). required
Salary : $70,000 - $85,000
