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 Our managed IT services prevent problems before they escalate, improve staff productivity by eliminating recurring issues and wasted tech-related time, and scale with your business growth. It was founded in undefined, and is headquartered in Melville, New York, US, with a workforce of 2-10 employees. Its website is