{"id":1012700,"url":"https://alion.io/job/harbor-it-help-desk-ii","title":"Help Desk II","company":{"id":673648,"name":"Harbor IT","domain":"harborit.com","url":"https://alion.io/company/harborit","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Rippling","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":57000,"max_usd":112000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":37},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"DNS","optional":false},{"name":"SentinelOne","optional":false},{"name":"Windows","optional":false}],"status":"closed","first_seen_at":"2026-09-17T14:33:51Z","employer_posted_date":"2026-09-17","last_verified_at":"2026-09-29T20:51:21Z","board_verified":false,"closed_at":"2026-09-29T20:51:21Z","days_open":12,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":12},"description":"Company Overview:\nHarbor IT is a leading Managed Service Provider (MSP) specializing in delivering cutting-edge Cybersecurity, IT, and Cloud Services to a diverse portfolio of clients. We pride ourselves on our commitment to excellence, innovation, and customer satisfaction. Harbor IT has been backed by investment firm Worklyn Partners since 2022 and has built a national platform through acquisition and rapid organic growth. Our mission is to manage our clients’ technology and mitigate their cyber risks, so they don’t have to.\nPosition Overview\nThe Help Desk II Technician serves as an escalation point for complex support tickets, providing advanced troubleshooting and technical leadership within the help desk team. This role involves managing tickets end-to-end, implementing technical solutions, and mentoring junior technicians. You will work across diverse client environments to ensure operational stability and high service quality.\nKey Responsibilities:\nServe as a Tier 2 escalation for Help Desk I technicians, resolving advanced hardware, software, and network issues.\nSupport and manage Microsoft 365, Intune, and Active Directory environments, including GPOs and security configurations.\nTroubleshoot Windows 10/11 OS issues, user profile corruption, printer/network connectivity, and MFA-related problems.\nManage endpoint security and patching through tools like SentinelOne, ThreatLocker, and N-able.\nDocument technical processes and knowledge base articles for internal use.\nCollaborate with infrastructure and project teams to assist with deployments and server upgrades.\nPerform proactive system monitoring and maintenance to ensure uptime and performance.\nCommunicate technical solutions clearly to clients and team members.\n\nQualifications & Skills:\nStrong technical proficiency across Windows environments, networking fundamentals, and Microsoft cloud services.\nExperience with ticket triage, prioritization, and root cause analysis in an MSP setting.\nFamiliarity with common COTS tools (SentinelOne, ThreatLocker, DUO, N-able, etc.).\nStrong communication, customer service, and mentoring abilities.\nAbility to manage multiple client environments and competing priorities effectively.\nSecurity-first mindset with focus on compliance and best practices.\n\nEducation & Experience:\nBachelor’s degree in Information Systems, Computer Science, or related discipline preferred.\n3+ years of IT support experience, ideally in a Managed Service Provider or professional services environment.\nExperience supporting Microsoft 365, Intune, and MFA and DNS.\nNeed some exposure to Firewalls.\nCertifications such as CompTIA Network+, Microsoft 365 Certified: Modern Desktop Administrator, or equivalent preferred.\n\nWork Environment:\nFast-paced, collaborative MSP culture with opportunities to expand into project work or system administration.\nExposure to enterprise-grade tools and clients across multiple industries.","description_format":"text","description_chars":2930,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Managed Security","Managed IT Services (MSP)","Cloud Consulting & Migration"],"lifecycle":[{"event":"open","at":"2026-09-18T15:52:22Z"},{"event":"close","at":"2026-09-29T20:51:21Z"}],"liveness":null,"pay":null,"html_url":"https://alion.io/job/harbor-it-help-desk-ii","json_url":"https://alion.io/job/harbor-it-help-desk-ii.json","meta":{"generated_at":"2026-10-01T18:28:57Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":828,"day_limit":5000,"remaining_today":4172,"minute_limit":60,"resets_at":"2026-10-02T00:00:00Z"}}}