Help Desk Technician (Level 1 / Level 2)

Job Summary

IT Support / Microsoft 365 Support Engineer

Position Overview

The L1/L2 Help Desk Technician is responsible for resolving a wide range of support requests from basic issues to more advanced workstation, network, and Microsoft 365 troubleshooting. You

will work directly with end users, document work in Autotask and collaborate with senior

engineers to ensure smooth operations and excellent client experiences.

You should be comfortable resolving the majority of workstation level issues on your own while

knowing when to escalate more complex items.

Key Responsibilities

Technical Support

 Provide remote help desk support via phone, email and Autotask ticketing.

Troubleshoot and resolve

o Microsoft 365 issues (Outlook, Teams, OneDrive, Exchange Online)

o MFA configuration and account administration

o Windows 10/11 problems (profiles, OS errors, updates, policies)

o Basic macOS support (preferred, not required)

o Printers, peripherals, and workstation performance issues

o VPN access issues and basic network connectivity failures

o Browser and common business software issues

Perform L2 tasks depending on skill level:

o Workstation imaging, provisioning, and domain onboarding

o Group Policy troubleshooting

o Basic server awareness (permissions, shares, simple admin tasks)

o Advanced Microsoft 365 admin tasks (mail flow rules, security settings, etc.)

Processes, Documentation & Tools

 Create detailed, clear documentation for tickets in Autotask.

 Follow standardized onboarding/offboarding checklists.

 Update configurations and passwords in IT Glue / MyGlue.

 Review RMM alerts and perform guided remediation steps.

 Assist with basic monthly maintenance tasks (patch checks, AV alerts, backup

confirmations).

Client Interaction & Professionalism

 Communicate proactively with clients about ticket progress.

 Deliver friendly, patient, professional customer service every time.

 Maintain service-level expectations by managing time and ticket priorities effectively.

 Escalate tickets that require senior engineering support, with clear notes and

troubleshooting steps already completed.

Required Skills & Experience

You don’t need to check every box—but you should be technically competent and eager to grow.

Technical

 3–5+ years supporting end users in an MSP or IT help desk environment.

 Strong Microsoft 365 administration knowledge.

 Proficiency with Windows troubleshooting (hardware and software).

 Understanding of networking fundamentals (DNS, DHCP, IP addressing, VPN).

 Familiarity with RMM tools (Datto/Kaseya preferred).

 Experience using Autotask PSA (preferred).

 Ability to follow structured processes and documentation.

Soft Skills

 Excellent communication (written and verbal).

 Customer service mindset — calm, friendly, and solution-focused.

 Strong time management and task prioritization.

 Ability to create new processes and supporting documentation.

 Ability to work independently and remotely without constant supervision.

 Willingness to learn new systems, tools, and security technologies.

Preferred (Not Required)

 MSP experience (big plus).

 IT Glue documentation experience.

 Familiarity with EDR tools and modern security stacks.

 Basic PowerShell experience.

 Knowledge of HIPAA, FTC Safeguards, or other compliance frameworks.

Work Environment

 Remote full-time role.

 Hours: 9:00 AM to 5:00 PM CST (Monday–Friday).

 Occasional flexibility may be required for onboarding tasks or scheduled maintenance

windows.

 Team-oriented environment with active collaboration and clear processes.