IT Service Desk Technician Tier 2 (Managed Services)

IT Service Desk Technician Tier 2 (Managed Services)

We are a fast-paced, client-focused Managed Services Provider (MSP) delivering proactive IT support, cloud solutions, and cybersecurity to small and mid-sized businesses. We take pride in being a strategic technology partnerkeeping our clients secure, productive, and ahead of the curve.

We're currently hiring an IT Service Desk Technician Tier 2 (Managed Services) with previous MSP experience. This role is ideal for a strong technical troubleshooter who can handle escalations, support Windows infrastructure, and thrive in a team-based environment. You'll work directly with clients and internal teams to resolve a wide range of IT issues.

Responsibilities:

• Resolve escalated helpdesk tickets from Tier 1 support
• Troubleshoot and support Windows desktops, laptops, and servers
• Manage Active Directory, Group Policy, DNS, DHCP, and file/print services
• Provide Microsoft 365 and Azure support (account setup, permissions, syncing issues, etc.)
• Use RMM tools (ConnectWise or similar) to remotely diagnose and resolve issues
• Perform intermediate network support: VLANs, VPNs, firewalls, routers, and switches
• Assist with server deployments, cloud migrations, and infrastructure upgrades
• Participate in onboarding new clients by setting up systems and configuring networks
• Communicate clearly with clients to provide updates and build trust
• Document solutions and ticket progress in PSA and RMM platforms

Experience:

• Previous MSP or IT service provider experience (Required)
• Strong knowledge of Microsoft 365, Windows Server, and Azure
• Familiarity with ConnectWise, Autotask, or a similar ticketing/RMM system
• Solid networking skills (firewalls, switches, VPNs, and routing basics)
• Excellent communication skills and a commitment to high-quality service
• Ability to prioritize and resolve issues in a fast-paced environment

IT Service Desk Technician Tier 2 (Managed Services) Benefits:

• Health, Dental, and Vision Insurance
• 401(k) with 4% match
• 15 days PTO + paid holidays
• Professional development assistance
• Certification reimbursement

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