IT Support Services II - Help Desk

As an IT Help Desk Support Technician II at PremierePC Technology Group, you’re the first person clients reach when technology gets in the way of their work. You’ll take contacts by phone, email, voicemail, chat, and our ticketing system. You’ll resolve incidents, fulfill service requests, and escalate when needed, all in line with our processes and SLAs.

You’ll support users both remotely and on site, and some travel to customer locations is required.

What you’ll do

• Troubleshoot and resolve hardware, software, operating system, account, connectivity, and application issues, remotely and on site
• Create, update, document, and close tickets, aiming for first-call resolution whenever you can
• Install, configure, update, and support Microsoft 365 apps, browsers, security tools, and other business-critical software
• Help with patch management, endpoint protection monitoring, and device compliance
• Use approved knowledge articles and scripts, and quickly learn proprietary or client-specific technologies
• Document troubleshooting steps, resolutions, configurations, and processes in the ticketing system and knowledge base
• Work with senior technicians and engineers on advanced issues, and escalate unresolved incidents so tickets are resolved on time
• Be a trusted technical resource for end users, with clear answers, a patient tone, and prompt, professional communication

• U.S. citizenship or legal authorization to work in the United States
• 3+ years of experience in desktop support, help desk, technical support, or a related IT role
• Knowledge of Windows, Microsoft Office / Microsoft 365, and Apple products
• Technical experience with current network hardware, protocols, and standards
• Familiarity with Active Directory, Azure AD / Entra ID, Intune, Group Policy, or other endpoint management platforms
• Strong verbal and written communication, including translating technical ideas into plain language for users
• A problem-solving mindset: you like digging into root causes and fixing issues so they don’t keep coming back
• A customer-first approach: you know every technical problem hits someone’s productivity, and you meet users with patience, professionalism, and empathy
• Able to collaborate with technicians, engineers, and leadership to get to a good outcome
• Valid driver’s license, reliable transportation, and willingness to travel to customer locations as needed
• Able to lift up to 50 pounds and work in spaces such as under desks, network closets, and equipment rooms

Preferred qualifications

• CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator, or similar certifications
• 5+ years of IT experience (MSP experience a plus)
• Bachelor’s degree (or equivalent experience)
• Exposure to PowerShell or other automation for routine admin tasks, * Willingness and ability to travel to client locations to install and troubleshoot networking equipment or install/setup new technology., * IT or MSP: 3 years (Required)

The Help Desk Technician II at PremierePC keeps the technology our clients rely on every day reliable, secure, and usable. When you deliver strong support, keep endpoints healthy, and help people succeed with their tools, you directly improve day-to-day operations, client satisfaction, and the growth of our IT services practice.

Pay: $28.00 - $31.25 per hour

Expected hours: 40.0 per week

Benefits:

• Health insurance
• Paid time off