Help Desk II

Position 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 is 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 that they don’t have to.

We are seeking an experienced and proactive Help Desk II to support technically skilled internal users across a global environment. The role focuses on endpoint management, troubleshooting, system administration, and contributing to efficient IT operations. The ideal candidate takes full ownership of issues from initial report through resolution, ensuring nothing falls through the cracks.

• Configure and deploy new machines with standardized setups.
• Manage equipment logistics, including incoming/outgoing shipments.
• Use RMM tools to troubleshoot and remediate issues.
• Administer devices through Microsoft Intune (Windows, macOS, and mobile).
• Perform user profile migrations and ensure smooth data transitions.
• Set up laptops and peripherals for new and existing staff.
• Maintain accurate and detailed documentation for all onboarding and offboarding activities, ensuring audit‑ready records.
• Deliver Tier 2 support for hardware, software, and network issues across Windows and macOS.
• Troubleshoot device enrollment, policy application, and access challenges.
• Resolve application and access issues across multiple MSP platforms.
• Recommend improvements to existing procedures.
• Manage inventory and prepare devices for replacement cycles.
• Monitor and maintain endpoint health using tools such as Auvik, N‑Able, or Connect Wise.
• Apply patches, updates, and security configurations to ensure system stability.
• Manage users, devices, policies, and security settings within Microsoft 365.
• Troubleshoot issues with Intune, M365 services, and Connect Wise.
• Document system configurations, migration steps, and support processes.

• Implement and maintain security protocols using Microsoft Security Center and related tools.
• Conduct compliance audits to meet internal and external standards.
• Support identity and access management across Microsoft 365 and Azure.
• Handle sensitive employee information and confidential company data with discretion during onboarding, offboarding, and access management processes.

• Bachelor’s degree in Information Technology, Computer Science, or related field; OR minimum 5 years of hands‑on IT support experience in lieu of degree.
• Minimum 2 years of experience in Level 2 support within MSP or enterprise environments.
• Strong proficiency with:
• Profile migration tools
• Microsoft 365 (Exchange Online, Teams, SharePoint, One Drive)
• Microsoft Security Center and basic Azure administration
• Strong remote troubleshooting and customer service skills.
• Able to work independently and manage tasks in a remote setting.
• Strong attention to detail with a commitment to accuracy in documentation, configuration, and troubleshooting.
• Demonstrated ownership mentality—follows through on issues until fully resolved and proactively communicates status to stakeholders.
• Ability to handle sensitive and confidential matters with professionalism and discretion.
• Excellent written and verbal communication skills with the ability to explain technical concepts to non‑technical users.

• Familiarity with ITIL and service desk practices.
• MSP environment experience.
• CompTIA A+, Network+, or Security+ certifications.
• Experience with ticketing systems such as Connect Wise Manage, Autotask, or Service Now.

With an uptick in recruiting related spam activity across the industry, please note that only official Harbor IT recruiters — Elizabeth Joncas or Micah Ralph — will contact candidates regarding next steps in our hiring process.

Please be vigilant and use caution if you receive messages claiming to represent Harbor IT from any other individual, email address, or platform.

We will never request payment, financial information, or personal banking details during the recruiting process.

If you are ever unsure whether a communication is legitimate, please contact us directly to verify before responding.