Endecom Business IT Solutions · 2 months ago
Helpdesk Specialist Level 2 / MSP
Hartford, CT
Full-time
Onsite
Mid LevelEndecom Business IT Solutions is a growing Managed Service Provider in the greater Hartford area looking for an experienced Level 2/3 Technician to join their client-facing Helpdesk. The role involves providing exceptional end-user support, troubleshooting technical issues, and managing system maintenance and deployment tasks.
Cloud ComputingInformation TechnologyNetwork SecurityVoIPWeb Development
Responsibilities
Provide remote and onsite technical support for a variety of end-user issues, including desktop, network, email, and application problems
Answer phones and respond to helpdesk emails, logging detailed, accurate ticketing information for all work performed (using tools like ConnectWise Manage/Automate)
Perform advanced troubleshooting for common desktop issues (e.g., printing, email, network connectivity)
Manage system backups and data recovery, utilizing technologies like Datto and Veeam
Work with vendors to resolve application-specific issues
Build, set up, and deploy new and refurbished computers; manage hardware upgrades and replacements (HDD/SSD, memory)
Perform patch and security management for workstations and servers
Install and configure network printers
Manage user accounts in Active Directory and assist with 2FA configuration and password resets
Assist with the planning, staging, configuration, and migration of client data to Microsoft 365 (Exchange Online, SharePoint, OneDrive)
Set up and configure new Office 365 tenants and provide end-user training
Configure, install, and update network gear, including SonicWall/Meraki firewalls and wireless networks
Perform physical cabling, data drops, and wiring closet cleanups
Assist in outlining project goals and deadlines, and developing standard IT procedures
Qualification
Required
Previous professional experience in IT end-user support
Proven self-reliance and very strong troubleshooting abilities
Excellent verbal and written communication skills are mandatory for client-facing interactions
Ability to effectively prioritize tasks and manage time in a demanding environment
Must be able to develop trust with end users and provide calm, clear guidance during technical issues
Microsoft Windows, Windows Server (2012, 2016, 2019, 2022)
IP addressing/subnets, routers, switches, firewalls, VPNs; Troubleshooting commands (ping, nslookup, tracert, ipconfig, netstat)
Active Directory, DNS, DHCP, WSUS, GPO
Microsoft Cloud Services (Azure AD, Intune, SharePoint, OneDrive, Microsoft 365); Familiarity with virtualization/cloud (Hyper-V, Azure, AWS)
POP/SMTP, IMAP, MX Records, Spam Filtering
Antivirus, EDR/XDR, Malware/Ransomware prevention, 2FA, Encryption
Ticketing & RMM software (e.g., ConnectWise Manage/Automate), PowerShell/scripting, VOIP phone systems
Preferred
Prior experience at an MSP is a significant plus
Company
Endecom Business IT Solutions
Endecom IT Solutions is a premier provider of end-to-end IT services for small to medium sized businesses.
Founded in 2005
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase