Help Desk Level II professional

Elevate Technology is seeking an experienced Help Desk Level II professional for a three-month engagement providing maternity leave coverage.

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This hands-on role supports daily service desk operations, resolves technical issues, and helps ensure clients receive timely, professional support. The ideal candidate has existing help desk experience, strong ticketing system skills, and hands-on experience administering and supporting Microsoft environments.

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You will work closely with the Help Desk Manager and technical team to manage support requests, handle escalations, maintain documentation, and keep daily service delivery running smoothly. This position requires onsite attendance in Houston for the full engagement.

What You’ll Do\n \n

• Manage help desk tickets, service requests, incidents, and escalations from initial response through resolution. \n

• Monitor ticket queues, prioritize requests, and help maintain expected response and resolution times. \n

• Provide first- and second-level technical support for client hardware, software, applications, and connectivity. \n

• Support and administer Microsoft 365 environments, including Exchange Online, Entra ID / Azure AD, Teams, SharePoint, and OneDrive. \n

• Troubleshoot Windows desktops and laptops, Active Directory, and hybrid environments. \n

• Assist other technicians with escalated issues and coordinate with senior technical resources when needed. \n

• Maintain accurate ticket notes, technical documentation, standard operating procedures, and knowledge base articles. \n

• Communicate clearly with clients about ticket progress, outages, and service-impacting issues. \n

• Coordinate with vendors and internal teams to resolve technical problems. \n

• Follow secure support practices and identify recurring issues that require further attention. \n

• Prior professional help desk or service desk experience, including hands-on Level II support or handling escalated technical issues. \n

• Experience using an IT ticketing or PSA system to prioritize, document, track, and resolve support requests. \n

• Hands-on Microsoft 365 administration and support experience. \n

• Experience troubleshooting Windows desktops and laptops, Active Directory, and basic networking issues. \n

• Strong troubleshooting, customer service, and written and verbal communication skills. \n

• Ability to manage multiple priorities, work independently, and maintain clear technical documentation., n

• Five or more years of IT support experience, preferably with a managed service provider. \n

• Experience with RMM and PSA platforms, particularly SyncroMSP. \n

• Experience guiding or mentoring other help desk technicians. \n

• Familiarity with SSO / SAML, Apple devices, macOS, iOS, and VoIP phone systems. \n

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent hands-on experience. \n