IT Help Desk Technician II (MSP)
Location: Carlsbad, CA
Job Type: Full time
Company: K2 Staffing
Salary: $
Category: IT - Help Desk Support
Job Description Apply Now
IT Help Desk Technician II (MSP) Job OverviewWe are seeking a skilled IT Help Desk Technician II (MSP) to join a full-time team in Carlsbad, CA. This position is with a reputable Managed Services Provider (MSP) that has been delivering comprehensive IT solutions to small and medium-sized businesses since 2007. As an IT Help Desk Technician II, you will play a vital role in providing both remote and on-site IT support, ensuring efficient and reliable technology operations for a diverse client base. The company values a community-focused approach, emphasizing expert guidance and tailored solutions for every client.
Key Responsibilities- Handle escalated Level 2 support tickets that require advanced troubleshooting beyond frontline capabilities, ensuring timely and effective resolution of technical issues.
- Deliver both remote troubleshooting and, as needed, in-person technical support to end-users, maintaining high standards of customer service and technical excellence.
- Manage user onboarding and offboarding processes, including configuring laptops and desktops, and creating or disabling user accounts in Active Directory, Microsoft 365, and Google Workspace.
- Assist with server and network support, such as deploying and diagnosing issues on Windows Servers (2016–2022), Active Directory, Exchange, and file servers. Provide support for VPNs, LAN/WAN infrastructure, firewalls, routers, and switches.
- Implement and maintain security measures, including antivirus installation, patch management, monitoring alerts, and contributing to security incident remediation efforts.
- Utilize RMM (Remote Monitoring and Management) and PSA (Professional Services Automation) tools—such as Kaseya, ConnectWise, Ninja, Autotask, and ConnectWise Manage—to monitor systems, manage tickets, and document all technical work performed.
- Maintain thorough IT documentation, ensuring that all tickets are logged in detail and knowledge base articles are kept up to date to support effective knowledge-sharing across the team.
- Collaborate with senior engineers, efficiently escalating complex issues when necessary, and support ongoing IT projects under guidance from experienced team members.
- 2–3 years of experience working in an MSP or equivalent IT service desk environment.
- Hands-on experience with Windows 10/11, Windows Server (2016–2022), Active Directory, Microsoft 365, Exchange, and basic networking and hardware troubleshooting.
- Familiarity with RMM and PSA tools for system monitoring and ticket management.
- Demonstrated experience in client communication and providing user-facing technical support.
- Technical proficiency in operating system deployment, patch management, malware removal, and event log analysis.
- Strong understanding of networking fundamentals, including DNS, DHCP, TCP/IP, firewalls, VLANs, and WAN/LAN setup.
- Familiarity with virtualization platforms such as VMware and Hyper-V, as well as cloud services including Azure, Microsoft 365, and Google Workspace.
- CompTIA A+ and Network+ (required).
- Additional certifications preferred: Security+, Microsoft Modern Desktop Administrator Associate, MCSA, MCSE, MCITP, Cisco CCNA, VMware VCP, or Microsoft Azure role-based certifications.
- Strong troubleshooting, documentation, and multi-tasking abilities.
- Excellent verbal and written communication skills, with the ability to interact effectively with both technical and non-technical audiences.
- Customer service orientation, demonstrating empathy and a commitment to client satisfaction.
- Ability to work independently as well as collaboratively within a team environment.
This full-time IT Help Desk Technician II (MSP) role offers the opportunity to join an established MSP in Carlsbad, CA, known for its supportive workplace culture and exposure to diverse technologies and client environments. Carlsbad is recognized for its vibrant community and proximity to the coast, providing a dynamic backdrop for your career growth.
The company is dedicated to delivering high-quality IT services and values professional development. If you are looking to advance your career within a collaborative team and make a meaningful impact for a growing client base, this is an excellent opportunity to contribute your expertise.