Level II Helpdesk Technician

Launch Your IT Career in a Role That Matters
Acture Solutions is looking for a dedicated and service-minded Level II Helpdesk Technician to join our on-site support team. If you thrive on solving complex technical problems, supporting end users, mentoring teammates, and making a meaningful impact in the education sector, this is your opportunity to grow in a supportive, people-first environment.

What You’ll Do

As a Level II Helpdesk Technician, you'll serve as the primary escalation point for technical issues beyond the scope of Level I support, delivering advanced troubleshooting, systems administration, and exceptional customer service. Your daily impact will include:

• Owning the resolution of complex technical issues escalated from Level I through advanced troubleshooting and root cause analysis
• Administering and supporting Microsoft 365, Active Directory, Microsoft Entra ID (Azure AD), Group Policy, and endpoint management solutions
• Managing Windows desktop operating systems and supporting users in Windows domain environments
• Supporting endpoint security, antivirus, patch management, and core IT infrastructure
• Performing advanced hardware, software, operating system, and application troubleshooting
• Troubleshooting networking issues including DNS, DHCP, TCP/IP, VPN, wireless connectivity, and network infrastructure
• Leading workstation deployments, hardware refreshes, client onboarding, and assigned IT infrastructure projects
• Installing, configuring, and supporting desktops, laptops, Chromebooks, iPads, printers, and other peripheral devices
• Coordinating with vendors to resolve technical issues and complete project deliverables
• Maintaining detailed technical documentation, knowledge base articles, and accurate service ticket records
• Identifying opportunities for automation, process improvement, and operational efficiencies
• Mentoring and providing technical guidance to Level I Helpdesk Technicians
• Collaborating with Systems Engineers and other technical teams to resolve complex issues
• Upholding IT policies and ensuring compliance with company standards and security best practices
• Interacting professionally and positively with teachers, staff, administrators, executives, engineers, vendors, and peers

What You Bring

• 3 years of Helpdesk, Desktop Support, or IT Support experience in a professional environment
• CompTIA A+ certification or equivalent foundational technical certification
• Advanced knowledge of Windows desktop operating systems and Microsoft 365 administration
• Working knowledge of Active Directory, Microsoft Entra ID (Azure AD), Group Policy, and identity management concepts
• Strong understanding of networking fundamentals including DNS, DHCP, VPN, TCP/IP, wireless networking, and network troubleshooting methodologies
• Experience supporting endpoint management, patch management, antivirus, and endpoint security solutions
• Strong hardware troubleshooting and break/fix experience with desktops and laptops
• Experience managing help requests through an IT ticketing system
• Excellent oral and written communication skills with the ability to interact effectively across all levels of an organization
• Strong organizational skills with the ability to manage multiple priorities and contribute to technical projects
• Professional, organized, customer-focused, and able to work independently while collaborating effectively with a team
• Frequent Travel Required 25-50%
• Applicants must currently reside within an hour commute of the job posting location. Relocation will not be considered.
• This position is not approved for Visa sponsorship now or in the future. U.S. Citizen or Green Card required.

Preferred Qualifications

• CompTIA Network+, Microsoft Certified: Modern Desktop Administrator Associate, Azure Fundamentals, or equivalent certifications preferred
• Experience supporting users in a Managed Service Provider (MSP) environment preferred
• Experience supporting the education sector is a plus