Help Desk Administrator in Tucson, Arizona at Winsor Consulting Group LLC

Department: Service Operations
Reports to: Service Operations Manager

Job Description:
The Help Desk Administrator is a Tier 2 technician responsible for handling escalated service requests, troubleshooting complex technical issues, and providing support and mentorship to Tier 1 staff. This position plays a key role in maintaining service quality and client satisfaction by ensuring technical issues are resolved efficiently and accurately. In addition to day-to-day support duties, this role may assist with internal and client-facing projects and must maintain clear, professional communication with both clients and internal teams.

Job Duties:
• Provide advanced troubleshooting and resolution for escalated issues from Tier 1 technicians
• Support and resolve issues related to:
o Windows and macOS operating systems
o Microsoft 365 (Exchange, OneDrive, SharePoint, Teams, Intune)
o Networking fundamentals (LAN/WAN, DNS, DHCP, VPN, Wi-Fi)
o Active Directory and Group Policy
o Virtualization platforms (basic support for Hyper-V, VMware)
o PC/laptop hardware and peripheral devices
• Image, configure, and deploy workstations and laptops
• Deliver clear and timely updates within the ticketing system (e.g., ConnectWise Manage)
• Maintain high levels of customer service and professionalism in all client communications
• Participate in internal training and documentation efforts
• Provide guidance, mentoring, and support to Tier 1 Help Desk staff
• Identify recurring issues and recommend process or technical improvements
• Perform remote support using remote desktop and RMM tools
• Participate in the department’s on-call rotation to provide after-hours support as needed

Preferred Skills:
• Strong working knowledge of Windows desktop OS and Microsoft 365
• Familiarity with Exchange Online, Active Directory, and basic server administration
• Understanding of core networking concepts (TCP/IP, DNS, DHCP, VPN)
• Experience with RMM and PSA tools (e.g., ConnectWise Automate/Manage)
• Excellent troubleshooting and logical thinking skills
• Ability to clearly document work and resolutions
• Professional verbal and written communication skills
• Ability to work independently and collaboratively within a team
• Strong customer service orientation and attention to detail
• Ability to represent Winsor Consulting in a professional manner, especially during on-site engagements
Experience:
• 2 to 4 years of experience in a technical support role, preferably within a Managed Services Provider (MSP)
• Experience handling Tier 2 or escalated support requests
• Experience with remote desktop and remote support tools (e.g., ScreenConnect, TeamViewer)
• Familiarity with scripting or automation tools is a plus
Education:
• Associate's degree in information technology or equivalent experience. Bachelor's Degree in IT preferred.
• Preferred Certifications - CompTIA A+, Network+, Server+, Microsoft 365 Certified: Modern Desktop Administrator Associate