# Help Desk Technician II

**Company:** [Prime System Solutions](http://jobs.workable.com/companies/usbqLC6Fft5ZfmxfHmcWGw.md)
**Location:** Lahore, Pakistan
**Workplace:** on site
**Employment type:** Full-time
**Department:** Client

[Apply for this job](http://jobs.workable.com/view/985e8b79-6520-48f2-9319-d53748a17628)

## Description

**Position Summary:**

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