IT Service Desk II/Help Desk II

At R3, we are committed to providing our clients with best-in-class solutions for all of their IT needs. We are relentless in our pursuit of excellence and dedicated to providing our clients with unsurpassed quality, service, and value day in and day out. As we continue to grow and innovate, we are seeking passionate and dedicated individuals to join our team. If you’re ready to join our mission of setting the standard for IT excellence, we are looking for a talented IT Service Desk II/Help Desk II to join our team.  

As a IT Service Desk II, Help Desk II you serve as a primary point of contact for clients, delivering timely, accurate, and professional technical support across a range of technologies. Building on foundational skills, you resolve more complex issues with greater independence while maintaining a strong focus on customer experience. 

In this role, you take increased ownership of incident resolution, including advanced troubleshooting, root cause analysis, and escalation support. You play a key role in meeting service-level commitments, collaborating with internal teams, and ensuring consistent client operations. 

You also contribute to team growth by mentoring junior engineers, enhancing documentation, and identifying opportunities to improve processes and service delivery. This role represents a continued step forward in technical depth, ownership, and client responsibility. 

Position is Contingent on Award of Contract Late August/Sept Start 

Responsibilities

• Resolve intermediate to advanced technical issues with minimal supervision 
• Serve as an escalation resource for Tier 1 engineers 
• Provide advanced onsite support for laptops, desktops, mobile devices, printers, peripherals, and related hardware 
• Troubleshoot Windows, macOS, iOS, and Android environments 
• Support Microsoft 365 applications and services 
• Perform advanced Active Directory user and device administration 
• Troubleshoot remote-access software, VPN, and connectivity issues 
• Install and configure hardware, software, workstations, printers, monitors, and peripherals 
• Perform user data migrations 
• Create and deploy system images for laptops and desktops 
• Decommission and securely wipe Macs, iPhones, and iPads 
• Support endpoint and mobile device management platforms including AirWatch, BigFix, Apple Business Manager, Workspace ONE, Intune, and JAMF 
• Perform root-cause analysis and identify recurring technical issues 
• Recommend permanent fixes and process improvements 
• Create and maintain technical documentation, knowledge-base articles, and standard operating procedures 
• Assist with onboarding new users, systems, and technology 
• Work collaboratively with internal teams and external vendors 
• Communicate proactively with users regarding issue status and resolution timelines 
• Participate in on-call rotations and provide evening or weekend support when required 
• Provide high-level support during urgent or emergency situations 
• Maintain strong customer service when working with executive-level users and office leadership 

Required Experience

• 5+ years of advanced experience supporting Windows, macOS, iOS, and Android environments 
• 5+ years of Active Directory user and account administration 
• 5+ years supporting Microsoft Windows and Microsoft 365 / Office 365 
• 3+ years supporting remote-access technologies 
• 3+ years supporting VPN and remote connectivity 
• Experience troubleshooting complex end-user hardware and software issues 
• Experience supporting endpoint or mobile device management platforms 
• Strong understanding of networking concepts including IP addressing, DHCP, DNS, and TCP/IP 
• Demonstrated ability to independently troubleshoot and resolve intermediate-to-advanced technical issues 
• Strong documentation and technical writing skills 
• Ability to manage multiple priorities in a fast-paced environment 
• Ability to professionally handle escalated or challenging customer interactions 

Preferred Qualifications

• 3–5+ years of experience in an MSP or similar multi-client technical support      environment 
• PowerShell experience, including scripting or process automation 
• Power BI experience 
• CompTIA A+, Network+, or Security+ 
• Microsoft 365 certification 
• ITIL Foundation certification 
• Other industry-recognized IT certifications 
• Associate or bachelor's degree in IT or a related field 

Additional Requirements

U.S. citizenship is preferred; other work authorization may be considered. Candidates must be able to successfully complete a U.S. Capitol Police background check and badging process before beginning work. 

Position is Contingent on Award of Contract Late August/Sept Start 

R3 is an equal opportunity employer. It has been and will continue to be a fundamental policy of R3 to not discriminate on the basis, of race, color, religion, gender, gender identity, pregnancy, marital status, sexual orientation, age, national origin, alienage or citizenship status, veteran or military status, disability, medical condition, genetic information, or any other characteristic prohibited by federal, state, and/or local laws. This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignment, benefits, and termination.