New Edge IT Services ยท 2 hours ago
Help Desk Technician II
Melville, NY
Full-time
Hybrid
Entry Level
$50K/yr - $65K/yr
1+ years expNew Edge IT Services is a start-up Managed Service Provider specializing in IT & Cybersecurity solutions for AEC practices. They are seeking a motivated Help Desk Technician II to provide frontline and escalated support to clients, assist with security tasks, and improve Help Desk processes as the company scales.
Information Technology & Services
Responsibilities
Provide technical support to end users across Windows, M365, and AEC environments
Troubleshoot hardware, software, and basic networking issues
Perform on-site client support for scheduled visits and urgent issues
Assist with server, workstation, and network configuration under senior guidance
Support user management in Active Directory and cloud platforms
Assist with backup monitoring, EDR alerts, and security tasks as assigned
Escalate issues appropriately and follow defined SOPs
Communicate clearly and professionally with non-technical users
Document troubleshooting steps, resolutions, and repeatable procedures
Contribute to the creation and refinement of Standard Operating Procedures (SOPs)
Maintain accurate ticket notes and documentation for reporting and audits
Identify inefficiencies or gaps in Help Desk workflows
Assist with monthly reporting and service trend analysis
Participate in post-incident or post-project reviews
Develop toward one of two paths: Senior Technician Path or Client Account Management Path
Participate in internal training, shadowing, and mentorship from President & CTO
Build deeper expertise in AEC environments and MSP operations
Qualification
Required
1-3 years of IT support experience, preferably in an MSP or professional services environment
Working knowledge of Windows 11, Windows Server 2016-2022
Foundational understanding of TCP/IP, DNS, DHCP, VLANs, firewalls, and VPN technologies
Basic Microsoft 365, Azure Active Directory, and cloud-based applications
Familiarity with antivirus, EDR, backup solutions, and security monitoring
PC/server hardware troubleshooting, printer management, and network equipment configuration
Excellent verbal and written communication skills
Ability to work with high-profile clients
Strong analytical and troubleshooting abilities
Ability to manage multiple priorities and meet deadlines
Thrives under uncertainty, and sometimes ambiguous environment
Asks questions, seeks feedback, improves quickly
Preferred
Previous experience supporting AEC clients, or related spaces (e.g manufacturing)
Familiarity with AEC Line of Business applications such as AutoDesk, Revit, AutoCAD, Procore, VantagePoint, Deltek
CompTIA A+, Network+, or Security+
Benefits
Health Insurance: Stipend for Medical, dental, and vision coverage
Retirement: 401(k) with company matching
Time Off: Competitive PTO and holiday schedule
Professional Development: Certification reimbursement and training budget
Technology: Company laptop, phone, and necessary tools
Flexible Schedule: Hybrid work environment with flexibility for client needs; mileage reimbursement for client visits
Company
New Edge IT Services
Our managed IT services prevent problems before they escalate, improve staff productivity by eliminating recurring issues and wasted tech-related time, and scale with your business growth.
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase