Help Desk Level II

Elevate TechnologyHouston, TX 77055 | HybridFull-Time | Permanent | W-2Reports To: Help Desk ManagerElevate Technology is hiring a Help Desk Level II to provide daily service desk operations, support and work with other help desk technicians, and help drive an outstanding experience for our clients.This is a hands-on role for someone who is strong technically, organized operationally, and confident leading from the front. The right candidate will serve as the primary escalation point for the team, help improve processes and service delivery, and ensure tickets, requests, and client issues are handled with urgency, professionalism, and care.This role reports directly to the Help Desk Lead/Manager and works closely with leadership and technical resources to maintain strong service levels, improve workflows, and support continued team development.What You’ll DoOversee day-to-day help desk operations, including ticket queues, service requests, incidents, and escalationsMonitor team workflow and help ensure response and resolution times meet service expectationsTroubleshoot and assist with first- and second-level support when neededIdentify recurring issues and implement process improvements to improve service levels and efficiencyMaintain and improve documentation, SOPs, and knowledge base contentTrack and report on service metrics including ticket trends, response times, resolution times, and customer satisfactionHelp manage the full lifecycle of support issues, with focus on reducing repeat incidents and minimizing disruption for clientsCoordinate communication during outages, urgent events, or service-impacting issuesEscalate advanced or high-priority issues to senior technical resources, project teams, or consultants as neededWork with the Help Desk Manager and internal leadership to coordinate schedules, workload balancing, and support coverageManage vendor communication as needed to support daily service operationsWhat We’re Looking ForBachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent hands-on experience5+ years of IT support experience, preferably in an MSP environmentPrevious experience leading, mentoring, or guiding a help desk or service desk teamStrong customer service and relationship-building skillsExcellent troubleshooting, decision-making, and root cause analysis abilityStrong written and verbal communication skillsAbility to create and maintain technical documentation and standard operating proceduresAbility to manage multiple priorities in a fast-paced environmentAbility to stay calm, professional, and solutions-focused in high-pressure situationsTechnical SkillsMSP service delivery and IT service management experienceRMM and PSA platform experience, preferably SyncroMSPMicrosoft 365 administration, including:Exchange OnlineEntra ID / Azure ADTeamsSharePointOneDriveSSO / SAMLActive Directory and hybrid environmentsWindows 10/11 laptops and desktopsApple devices including MacBooks, macOS, iPhones, iPads, and iCloudVoIP phone systems, configuration, and deploymentsNetworking support, implementation, and troubleshootingGeneral cybersecurity awareness and secure support practicesBenefitsMedical and dental insurance availablePaid time offPaid holidaysHybrid work environmentEqual Opportunity EmployerElevate Technology is an Equal Opportunity Employer and considers qualified applicants without regard to any protected status under federal, state, or local law.