The Help Desk Technician II is responsible for resolving end-user technical issues across multiple client environments, focusing on efficient ticket resolution, strong customer experience, and adherence to service standards. This role operates within the Help Desk and handles a mix of Level 1 and Level 2 issues, collaborating with escalation (STEP) technicians when necessary.
Core Responsibilities:
Help Desk Ticket Resolution: Resolve service desk tickets related to Windows 10/11, Microsoft 365 applications, email configuration, printers, VPN, and connectivity. Maintain high-quality resolution rates and meet SLA targets.
End-User Support: Provide remote support across multiple client environments. Troubleshoot hardware, software, and access issues while maintaining professional communication.
Identity & Access Management: Perform Entra ID / Azure AD tasks including user creation, deactivation, license assignment, password resets, and MFA support. Escalate complex issues as needed.
Basic Technical Troubleshooting: Diagnose networking issues (DNS, DHCP, VPN) and workstation problems. Identify when escalation is required.
STEP Collaboration: Work tickets in tandem with escalation (STEP) technicians rather than handing off ownership. Provide full troubleshooting context and remain engaged through resolution. This model supports knowledge development and reduces long-term dependency on escalation resources.
Documentation & Systems Usage: Document all work in the ticketing system. Utilize IT Glue and contribute to knowledge base improvements
Requirements
Qualifications
Required: 2–4 years of IT help desk experience. Experience with Windows 10/11, Microsoft 365, and basic networking (TCP/IP, DNS, DHCP, VPN). Familiarity with ticketing systems. Strong communication skills.
Preferred: One relevant certification (CompTIA A+, Network+, Security+, or Microsoft Fundamentals). Experience with RMM tools, endpoint security tools, and MSP environments.
Role Boundaries: This role focuses on Help Desk ticket resolution and collaborative escalation through STEP. It does not own escalation queues, perform advanced engineering, or lead infrastructure projects
Technology, when paired with the right people, unlocks remarkable growth. That’s the belief behind every solution delivered by Prime System Solution.
We bring together the top 1% of global talent to help businesses build smarter systems, reduce operational friction, and stay ahead in today’s competitive landscape. With delivery hubs in Pakistan, the Philippines, and the UAE, and clients across North America, Europe, and the MENA region, the reach is global and the focus is personal.
Rooted in a culture of collaboration, innovation, and inclusivity, every team is built to perform because success isn’t just about tools and tech, it’s about the people who power it.
Our Core Services:
Managed Services Talent
Providing on-demand IT and Finance professionals to help organizations scale quickly, reduce hiring costs, and stay competitive. From Cybersecurity specialists, Cloud architects, and Data Scientists to Accountants, Financial Analysts, and Payroll experts.
IT Consulting:
Guiding businesses through digital transformation with expertise in Cloud, Cybersecurity, Artificial Intelligence, Data Science, and IT Infrastructure to achieve operational excellence.
Financial Consulting:
Enabling CFOs, startups, and enterprises to make smarter decisions with consulting in Accounting, FP&A, Risk Management, and Business Advisory for sustainable growth.
We provide you with the resources so that you can unlock borderless growth.
