Help Desk Technician II

usbqLC6Fft5ZfmxfHmcWGw· Client
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📍 Islamabad, Islamabad Capital Territory, PakistanFull time

About this role

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

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

Frequently Asked Questions

Is the salary disclosed for the Help Desk Technician II position at usbqLC6Fft5ZfmxfHmcWGw?
The salary for this Help Desk Technician II role at usbqLC6Fft5ZfmxfHmcWGw is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Help Desk Technician II position at usbqLC6Fft5ZfmxfHmcWGw located?
This Help Desk Technician II role at usbqLC6Fft5ZfmxfHmcWGw is based in Islamabad, Islamabad Capital Territory, Pakistan. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Is the Help Desk Technician II role at usbqLC6Fft5ZfmxfHmcWGw full-time or part-time?
This is listed as a Full time position. It is posted as a Help Desk Technician II role in the Client department at usbqLC6Fft5ZfmxfHmcWGw.
Which team or department does the Help Desk Technician II at usbqLC6Fft5ZfmxfHmcWGw belong to?
This Help Desk Technician II position is part of the Client department at usbqLC6Fft5ZfmxfHmcWGw. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Help Desk Technician II position at usbqLC6Fft5ZfmxfHmcWGw?
Click the "Apply Now" button on this page. You will be redirected to usbqLC6Fft5ZfmxfHmcWGw's official application portal hosted on workable where you can submit your application directly.
When was the Help Desk Technician II job at usbqLC6Fft5ZfmxfHmcWGw posted?
This Help Desk Technician II position at usbqLC6Fft5ZfmxfHmcWGw was posted on Apr 28, 2026. Apply as soon as possible — early applications are often reviewed first.
Help Desk Technician II
usbqLC6Fft5ZfmxfHmcWGw
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