Helpdesk Specialist Level 2 / MSP
14 days ago
Hartford
Job Description Endecom is a growing Managed Service Provider (MSP) in the greater Hartford area looking for an experienced and self-reliant Level 2/3 Technician to join our client-facing Helpdesk and provide exceptional end-user support. This is a fast-paced role in a busy MSP environment, supporting a diverse range of clients and technologies. What You'll Do: Role & Responsibilities Tier 2/3 Support & Troubleshooting • Provide remote and onsite technical support for a variety of end-user issues, including desktop, network, email, and application problems., • Answer phones and respond to helpdesk emails, logging detailed, accurate ticketing information for all work performed (using tools like ConnectWise Manage/Automate)., • Perform advanced troubleshooting for common desktop issues (e.g., printing, email, network connectivity)., • Manage system backups and data recovery, utilizing technologies like Datto and Veeam., • Build, set up, and deploy new and refurbished computers; manage hardware upgrades and replacements (HDD/SSD, memory)., • Perform patch and security management for workstations and servers., • Install and configure network printers., • Assist with the planning, staging, configuration, and migration of client data to Microsoft 365 (Exchange Online, SharePoint, OneDrive)., • Set up and configure new Office 365 tenants and provide end-user training., • Configure, install, and update network gear, including SonicWall/Meraki firewalls and wireless networks., • Perform physical cabling, data drops, and wiring closet cleanups., • Previous professional experience in IT end-user support., • Proven self-reliance and very strong troubleshooting abilities., • Excellent verbal and written communication skills are mandatory for client-facing interactions., • Ability to effectively prioritize tasks and manage time in a demanding environment., • Must be able to develop trust with end users and provide calm, clear guidance during technical issues., • Microsoft Windows, Windows Server (2012, 2016, 2019, 2022), • IP addressing/subnets, routers, switches, firewalls, VPNs; Troubleshooting commands (ping, nslookup, tracert, ipconfig, netstat)., • Active Directory, DNS, DHCP, WSUS, GPO., • Microsoft Cloud Services (Azure AD, Intune, SharePoint, OneDrive, Microsoft 365); Familiarity with virtualization/cloud (Hyper-V, Azure, AWS)., • POP/SMTP, IMAP, MX Records, Spam Filtering., • Antivirus, EDR/XDR, Malware/Ransomware prevention, 2FA, Encryption. To be considered for this position, please submit your resume AND email the hiring manager with the subject line "Endecom November 2025" to: We appreciate your interest and look forward to hearing from you! Company DescriptionCyber-security focused MSP supporting a wide range of clients and technologies.Cyber-security focused MSP supporting a wide range of clients and technologies.