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Help Desk Level I/II

A growing and well-established IT services provider supporting small to mid-sized businesses is seeking a Helpdesk Technician (L1/L2) to join their team. This is an excellent opportunity for someone who thrives in a fast-paced, client-facing environment and enjoys solving a wide range of technical issues.

This role is best suited for a hands-on professional who takes ownership of their work and is just as comfortable handling day-to-day support tasks as they are tackling more complex troubleshooting.

Key Responsibilities

  • Manage and resolve break/fix tickets in a high-volume, service-driven environment
  • Troubleshoot a variety of technical issues, including:
    • Windows 10/11 systems
    • Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
    • Password resets, MFA, and account lockouts
    • Printers, scanners, and common office hardware
    • Basic networking and connectivity issues
  • Document all work accurately, including time tracking and detailed ticket notes
  • Communicate directly with clients via phone, email, and ticketing systems
  • Prioritize and manage incoming requests throughout the day
  • Escalate issues when appropriate while maintaining ownership
  • Participate in a rotating on-call schedule for after-hours support

Qualifications

  • 2+ years of helpdesk or managed services experience preferred
  • Strong knowledge of:
    • Windows 10/11
    • Microsoft 365 administration and troubleshooting
    • Active Directory (user and device management)
  • Comfortable working in a ticket-based, time-tracked environment
  • Strong problem-solving and troubleshooting abilities
  • Excellent communication and customer service skills
  • Highly organized, dependable, and accountable

Additional Details

This position involves a mix of both basic and intermediate technical support. Candidates seeking only project-based or advanced engineering work may not find this role to be the right fit. Occasional local travel to client sites is required; mileage reimbursement is provided.

Preferred (Not Required)

  • Prior MSP experience
  • Familiarity with PSA and RMM tools
  • Foundational networking knowledge (DNS, DHCP, TCP/IP)
  • Security-focused mindset
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Help Desk Level I/II Helpdesk · Direct Hire Gardendale, Alabama

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