IT Help Desk Technician (MSP) - Level 2

Job Description

Job Description

Summary

Our client is a family-owned, community-focused MSP (Managed Services Provider) that has serviced the coastal San Diego area since 2007. They provide 24/7 remote and on-site IT support, cybersecurity, network services, cloud consulting, and hardware/software management for local small and medium-sized businesses. Their engineers offer peace of mind, expert guidance, and scalable solutions tailored to client needs. They are currently in need of an IT Help Desk Support Technician (Level 2) , with previous MSP experience, to join their team.

Duties & Responsibilities

• Escalated ticket resolution: Handle Level 2 incidents that frontline techs can’t resolve.
• Remote & onsite support: Provide both remote troubleshooting and occasional in-person service.
• User onboarding/offboarding: Configure laptops/desktops, create user accounts in Active Directory, Microsoft 365, and Google Workspace.
• Server and network support: Assist in deploying and diagnosing Windows Servers (2016–2022), AD, Exchange, file servers, VPN, basic LAN/WAN infrastructure, firewalls, routers, and switches .
• Security & patching: Install antivirus, apply patches, monitor alerts/remediation, and assist with security measures .
• RMM/PSA tools: Use remote monitoring (e.g., Kaseya, ConnectWise, Ninja) and ticketing systems (e.g., Autotask, ConnectWise Manage) to manage systems and document work.
• Documentation & knowledge-sharing: Log detailed tickets, maintain IT documentation, contribute to knowledge base articles
• Collaboration & escalation: Work alongside senior engineers, escalate complex issues efficiently, support projects under guidance.

Qualifications & Requirements

• Experience
  • 2–3 years in MSP or equivalent IT service desk roles.
  • Hands-on experience with Windows (10/11) and server OS (Windows Server 2016–2022), Active Directory, Microsoft365, Exchange, basic networking, and hardware troubleshooting.
  • Familiarity with RMM/PSA tools for monitoring and ticket management.
  • Experience in client communication and user-facing support.
• Technical Skills
  • Proficiency in OS deployment, patch management, malware removal, and event log analysis.
  • Understanding of networking fundamentals: DNS, DHCP, TCP/IP, firewalls, VLANs, WAN/LAN setup.
  • Familiar with virtualization platforms (VMware, Hyper-V) and cloud services (Azure, M365, G Suite).
• Certifications
  • CompTIA A+, Network+, Security+.
  • Microsoft credentials like Modern Desktop Administrator Associate, MCSA, MCSE, MCITP.
  • Cisco certifications (CCNA), VMware certification (VCP), or Microsoft Azure role-based certs.
• Professional Skills
  • Strong troubleshooting, documentation, and multi-tasking abilities.
  • Excellent verbal/written communication with both technical and non-technical audiences .
  • Customer service orientation—empathy, follow-through, and client satisfaction .
  • Ability to work independently and collaboratively within a team setting .

Ideal Candidate Snapshot

• 2–4 years MSP help desk experience
• CompTIA A+ / Network+ (required), Security+, M365/O365 admin, DC/AD, Cisco/VMware certs (a big plus)
• Skilled with RMM/PSA tools and supporting server, desktop, and networking environments
• Excellent communicator, well-documented, proactive, and service-minded

If you’re seeking a crucial role in a growing local MSP with diverse technologies and client exposure, our client would love to meet you!