Company Overview:
Harbor 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.
Position Overview
The 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.
Key Responsibilities:
- Serve as a Tier 2 escalation for Help Desk I technicians, resolving advanced hardware, software, and network issues.
- Support and manage Microsoft 365, Intune, and Active Directory environments, including GPOs and security configurations.
- Troubleshoot Windows 10/11 OS issues, user profile corruption, printer/network connectivity, and MFA-related problems.
- Manage endpoint security and patching through tools like SentinelOne, ThreatLocker, and N-able.
- Document technical processes and knowledge base articles for internal use.
- Collaborate with infrastructure and project teams to assist with deployments and server upgrades.
- Perform proactive system monitoring and maintenance to ensure uptime and performance.
- Communicate technical solutions clearly to clients and team members.
Qualifications & Skills:
- Strong technical proficiency across Windows environments, networking fundamentals, and Microsoft cloud services.
- Experience with ticket triage, prioritization, and root cause analysis in an MSP setting.
- Familiarity with common COTS tools (SentinelOne, ThreatLocker, DUO, N-able, etc.).
- Strong communication, customer service, and mentoring abilities.
- Ability to manage multiple client environments and competing priorities effectively.
- Security-first mindset with focus on compliance and best practices.
Education & Experience:
- Bachelor’s degree in Information Systems, Computer Science, or related discipline preferred.
- 3+ years of IT support experience, ideally in a Managed Service Provider or professional services environment.
- Experience supporting Microsoft 365, Intune, and MFA and DNS.
- Need some exposure to Firewalls.
- Certifications such as CompTIA Network+, Microsoft 365 Certified: Modern Desktop Administrator, or equivalent preferred.
Work Environment:
- Fast-paced, collaborative MSP culture with opportunities to expand into project work or system administration.
- Exposure to enterprise-grade tools and clients across multiple industries.
Skills Required
- 3+ years of IT support experience
- Experience supporting Microsoft 365, Intune, MFA, and DNS
- Exposure to firewalls
- Technical proficiency with Windows environments and networking fundamentals
- Experience with ticket triage, prioritization, and root cause analysis
- Experience in a Managed Service Provider or professional services environment
- Bachelor's degree in Information Systems, Computer Science, or a related discipline
- CompTIA Network+, Microsoft 365 Certified: Modern Desktop Administrator, or equivalent certification
- Strong communication, customer service, mentoring, and multitasking abilities
- Familiarity with SentinelOne, ThreatLocker, DUO, N-able, or similar tools
- Security-first mindset focused on compliance and best practices
What We Do
We are not merely a provider that handles firewalls and answers calls. We are your dedicated IT partner, with our origins deeply rooted in cybersecurity. Just as our proprietary code is seamlessly integrated into our SIEM, cybersecurity is ingrained in our very DNA, setting us apart from our competitors. Our journey began as a cybersecurity firm, and this foundation continues to influence every aspect of our operations. Our holistic approach ensures that we are deeply attuned to your business requirements. We leverage cutting-edge technology and proactively shore up risks to drive your success. By understanding your unique needs and challenges, we offer comprehensive solutions that align with your strategic goals. Our commitment goes beyond the basics, empowering your organization to thrive in a secure digital landscape. How We’re Different - Beyond IT Support - Communication & Consistency for Quality - Efficiency for Impact
