Level 2 Support Technician - Service Desk

Job Description

Job Description

WORK ENVIRONMENT

This is an in-office position based in Allen, Texas, with some potential for remote work based on business requirements and technician capabilities.

ABOUT US

USM Technology is a mid-size, fast-growing Managed Services Provider (MSP) dedicated to delivering high-impact, strategic technology solutions to clients across multiple industries. We are a Kaseya and Microsoft partner operating on the TruMethods framework, focused on delivering operational excellence and measurable outcomes for our clients.

Our Service Desk is built around high standards, responsive support, strong documentation, and continuous improvement. We are looking for a high-performance technician who can rapidly respond to phone calls, emails, and chats, resolve Tier 1 and Tier 2 issues efficiently, and escalate well-documented higher-tier issues to senior engineers.

ROLE SUMMARY

The Tier 2 Support Technician provides proactive, efficient, and effective technology support to USM clients. This role serves as a key point of contact for end users, resolves Tier 1 and Tier 2 issues, performs advanced troubleshooting, and escalates higher-tier issues with complete documentation. Success is measured by timely resolution, accurate documentation, effective communication, strong client service, and consistent contribution to process improvement.

RESPONSIBILITIES

Client Support & Troubleshooting

• Provide Tier 1 and Tier 2 support for end users experiencing IT-related issues.

• Perform advanced troubleshooting of hardware, software, networking, and peripheral issues both on-site and remotely.

• Respond promptly to support requests received by phone, email, chat, and the ticketing system.

• Escalate higher-tier issues to senior engineers with complete notes, troubleshooting history, and supporting documentation.

Microsoft Platform & User Administration

• Manage user accounts, permissions, and email access through Active Directory and Microsoft 365.

• Support Microsoft 365 services, including Exchange, SharePoint, OneDrive, and Teams.

• Troubleshoot Windows and macOS operating systems and common business applications.

• Assist with Windows Server administration, including Active Directory, DNS, DHCP, and Group Policy.

Infrastructure & Systems Support

• Troubleshoot TCP/IP, DNS, DHCP, VPN, wireless networks, and networked peripherals.

• Use remote support tools such as RDP, TeamViewer, AnyDesk, and VSAX to diagnose and resolve issues.

• Support virtualization technologies such as VMware and Hyper-V and cloud platforms such as Azure and AWS.

• Apply foundational cybersecurity practices involving firewalls, endpoint protection, antivirus solutions, and data protection.

Documentation, Collaboration & Team Development

• Document issue resolutions, troubleshooting steps, internal processes, and user guidance.

• Collaborate with other technology teams to resolve escalated issues and implement sustainable fixes.

• Support and train junior IT staff and Tier 1 technicians as needed.

• Identify recurring issues and improvement opportunities that strengthen service quality and operational consistency.

• Perform other duties as assigned by management to meet organizational needs.

JOB REQUIREMENTS

Education and Experience

• 3-5 years of experience in IT support, help desk, or a similar technology support role.

• Associate degree or higher in Information Technology, Computer Science, or a related field, or equivalent work experience.

• Experience troubleshooting hardware, software, networking, and peripheral issues.

• Experience supporting both Windows and macOS operating systems.

• Experience working with enterprise ticketing systems such as Autotask, Jira, ServiceNow, or Freshdesk.

• MSP experience is preferred.

Technical Skills

• Strong knowledge of Windows Server 2016 and 2019, including Active Directory, DNS, DHCP, and Group Policy management.

• Proficiency in networking fundamentals, including TCP/IP, DNS, DHCP, VPN, wireless troubleshooting, and networked peripherals.

• Hands-on experience with Microsoft 365 administration, including Exchange, SharePoint, OneDrive, and Teams.

• Familiarity with remote desktop and remote support tools, including RDP, TeamViewer, AnyDesk, and VSAX.

• Experience with virtualization technologies, including VMware and Hyper-V, and cloud platforms such as Azure and AWS.

• Basic understanding of cybersecurity practices, including firewall management, antivirus solutions, endpoint protection, and data protection.

Soft Skills

• Strong problem-solving skills and attention to detail.

• Excellent verbal and written communication skills, with the ability to explain technical information to non-technical users.

• Strong customer service orientation and focus on end-user satisfaction.

• Ability to work independently and collaboratively while managing multiple priorities in a fast-paced environment.

• Effective time management and prioritization in high-pressure situations.

• High energy, dependable follow-through, and a commitment to continuous improvement.

Preferred Certifications

• CompTIA A+

• CompTIA Network+

• Microsoft Certified: Azure Fundamentals

• ITIL Foundation certification or familiarity with ITIL best practices.