Help Desk Technician II
New 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.
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
Skills
- 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
- 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 Overview