Endecom Business IT Solutions
Helpdesk Specialist Level 2 / MSP
Endecom Business IT Solutions, Hartford, Connecticut, us, 06112
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.
Work with vendors to resolve application‑specific issues.
Systems Maintenance & Deployment
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.
Manage user accounts in Active Directory and assist with 2FA configuration and password resets.
Project & Advanced Tasks
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.
Assist in outlining project goals and deadlines, and developing standard IT procedures.
Key Requirements
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.
Prior experience at an MSP is a significant plus.
Skills & Technologies
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.
Ticketing & RMM software (e.g., ConnectWise Manage/Automate), PowerShell/scripting, VOIP phone systems.
How to Apply To be considered for this position, please submit your resume and email the hiring manager with the subject line “Endecom November 2025” to:
nick@endecom.com . We appreciate your interest and look forward to hearing from you!
Company Description Cyber‑security focused MSP supporting a wide range of clients and technologies.
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Information Technology
Industries IT Services and IT Consulting
#J-18808-Ljbffr
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.
Work with vendors to resolve application‑specific issues.
Systems Maintenance & Deployment
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.
Manage user accounts in Active Directory and assist with 2FA configuration and password resets.
Project & Advanced Tasks
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.
Assist in outlining project goals and deadlines, and developing standard IT procedures.
Key Requirements
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.
Prior experience at an MSP is a significant plus.
Skills & Technologies
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.
Ticketing & RMM software (e.g., ConnectWise Manage/Automate), PowerShell/scripting, VOIP phone systems.
How to Apply To be considered for this position, please submit your resume and email the hiring manager with the subject line “Endecom November 2025” to:
nick@endecom.com . We appreciate your interest and look forward to hearing from you!
Company Description Cyber‑security focused MSP supporting a wide range of clients and technologies.
Seniority level Mid‑Senior level
Employment type Full‑time
Job function Information Technology
Industries IT Services and IT Consulting
#J-18808-Ljbffr