Service Desk Consultant II

BASIC FUNCTION: The Systems Administrator II provides responsive technical support and troubleshooting for HighPoint Managed Service customers. The Systems Administrator II will diagnose and resolve system issues, restore functionality when problems occur, and deliver attentive, empathetic customer service that prioritizes client needs and minimizes downtime in accordance with HighPoint Operations policies and procedures.

REQUIRED QUALIFICATIONS:

• 3+ years of client-facing IT experience in a managed services or multi-tenant support organization supporting more than 10 clients simultaneously.

• 3+ years of hands-on experience with Microsoft server operating systems and Active Directory/Entra in a networked environment.

• 3+ years of experience with Microsoft 365 administration, including Exchange Online, SharePoint, OneDrive, and Teams.

• Experience managing and servicing clients through RMM, PSA, and remote-control toolsets.

• Experience with virtual and cloud-based environments (VMware, Hyper-V, Azure, or similar platforms).

• Demonstrated experience with network infrastructure including switches, routers, and firewalls (any enterprise-grade platforms).

• Experience configuring and supporting WAN/LAN/VLAN infrastructures.

• Professional written and verbal communication skills with demonstrated ability to provide empathetic, patient customer support.

• Strong problem-solving abilities with a client-first mindset.

PREFERRED QUALIFICATIONS:

• Hands-on experience with multiple firewall platforms (Sophos, Cisco, Juniper, Ubiquiti, Meraki, Fortinet, etc.).

• Experience with Two-Factor/Multi-Factor Authentication design and implementation.

• Current IT professional certifications (Microsoft 365, Azure, VMware, Cisco, CompTIA Security+/Network+, or similar).

• Experience with scripting and automation tools (PowerShell, Azure CLI, Bash, etc.).

• Advanced troubleshooting experience with complex network issues.

• Experience with backup and disaster recovery solutions.

• Strong documentation and organizational skills with attention to detail.

• Experience working in 24x7 supported environments with on-call responsibilities.

PRINCIPAL ACCOUNTABILITIES:

• Respond to and resolve user access issues, password resets, and multi-factor authentication problems with patience and clear communication.

• Diagnose and repair desktop issues, including LoB application issues, Windows OS problems, network drive access, and other business-impacting problems with a focus on minimizing disruption and client experience.

• Address and resolve Exchange Online, SharePoint Online, OneDrive for Business, and Teams issues arise to keep users productive.

• Investigate and troubleshoot virtual environments, including VMware, Hyper-V, and Azure when system issues arise.

• Provide break/fix support for servers, network infrastructure devices, wireless components, and other computer systems to maintain operational continuity.

• Resolve authentication and authorization issues for users across cloud and hybrid environments with empathetic, client experience focused support.

• Respond to security-related incidents and work with the IT security team to restore secure access when issues occur.

• Support customers 24x7 through on-call shifts, including weekends and holidays, providing compassionate assistance whenever problems arise.

• Other duties as assigned.