IT Help Desk Support - Level II (MSP)

Summary

Our client is an established IT solutions and managed services provider (MSP) based in Round Rock, TX . They are seeking an experienced Level 2 IT Help Desk Support Technician to provide technical support and solutions for a diverse portfolio of business clients.

This is an excellent opportunity for an IT professional with a strong background in managed services, Windows environments, networking, Microsoft technologies, and end-user support who enjoys solving technical challenges while working directly with clients. The successful candidate will handle escalated support requests, troubleshoot complex technical issues, deploy and maintain client infrastructure, and assist with technology implementations and ongoing account support.

The ideal candidate combines strong technical capabilities with excellent communication and customer-service skills. This individual should be comfortable working independently, managing multiple client priorities, and translating technical issues and solutions into clear business terms.

Previous experience working within an MSP environment is strongly preferred .
Duties & Responsibilities

• Technical Support & Troubleshooting
  
  • Provide Level 2 technical support for client users, workstations, servers, networks, and business technology systems.
  • Receive and resolve escalated service requests requiring advanced troubleshooting and technical expertise.
  • Diagnose and resolve hardware, software, network, server, and connectivity issues.
  • Review system and event logs to identify issues and determine appropriate remediation.
  • Monitor client systems and alerts and take appropriate action based on established procedures and service requirements.
  • Escalate complex issues when necessary while maintaining clear documentation and communication throughout the resolution process.
• Microsoft & Systems Administration
  
  • Deploy, configure, troubleshoot, and maintain Windows Server environments .
  • Administer Active Directory , including users, groups, permissions, and related services.
  • Support Microsoft Exchange and associated email environments.
  • Perform new-user onboarding, account configuration, access provisioning, and workstation setup.
  • Deploy and maintain file servers and cloud-based solutions.
  • Assist with ongoing system optimization, maintenance, patching, and troubleshooting.
• Network & Infrastructure Support
  
  • Design, deploy, troubleshoot, and maintain Local Area Networks (LANs) and related network infrastructure.
  • Configure and support networking hardware and software.
  • Implement and monitor network-security solutions.
  • Troubleshoot connectivity, performance, and infrastructure issues.
  • Configure and support VoIP and business telephone solutions .
  • Assist with infrastructure upgrades, migrations, and technology deployments.
• Client & Project Support
  
  • Work directly with clients to understand technical challenges, business requirements, and technology needs.
  • Participate in discovery meetings, technical assessments, site visits, implementations, and ongoing technical account support.
  • Assist with developing technical solutions and recommendations that address client business requirements.
  • Support the sales team with pre-sales and post-sales technical expertise when required.
  • Assist with proposals, presentations, project scoping, and implementation planning.
  • Maintain professional and responsive communication with clients throughout service requests and projects.
• MSP Service Delivery
  
  • Manage assigned service requests through the company's ticketing and PSA platform .
  • Utilize Remote Monitoring and Management (RMM) tools to monitor, troubleshoot, and maintain client environments.
  • Maintain accurate documentation of client systems, configurations, troubleshooting activities, and resolutions.
  • Prioritize multiple tickets and client requests based on urgency, business impact, and service requirements.
  • Contribute to internal documentation, technical standards, and continuous improvement of service-delivery processes.

Qualifications & Requirements

• Required Experience
  
  • Minimum 4 years of hands-on IT support, systems administration, or network support experience .
  • Strong experience configuring, troubleshooting, and supporting Windows servers and workstations .
  • Hands-on experience with Active Directory administration.
  • Strong networking knowledge with experience troubleshooting network infrastructure and connectivity issues.
  • Experience supporting Microsoft-based business environments.
  • Previous experience working directly with business clients and end users.
  • Ability to troubleshoot complex technical issues independently and escalate appropriately.
  • Experience working within a Managed Services Provider (MSP) environment strongly preferred.
• Technical Skills
  
  • Strong knowledge of Windows desktop and server environments.
  • Experience with Active Directory, user administration, permissions, and related Microsoft technologies.
  • Strong understanding of networking fundamentals, LAN environments, network hardware, and network security.
  • Experience supporting servers, workstations, file services, and cloud-based solutions.
  • Familiarity with VoIP and business telephone systems.
  • Experience with RMM platforms such as Kaseya, ConnectWise, NinjaOne, or similar tools preferred.
  • Experience with PSA/ticketing platforms such as Autotask, ConnectWise, or similar systems preferred.
  • Ability to interpret system logs, alerts, and monitoring information to identify and resolve technical issues.
• Client & Professional Skills
  
  • Excellent verbal and written communication skills.
  • Strong customer-service mindset with the ability to communicate effectively with both technical and non-technical users.
  • Ability to understand a client's business requirements and recommend appropriate technology solutions.
  • Strong analytical and problem-solving capabilities.
  • Highly organized with excellent time-management and prioritization skills.
  • Ability to manage multiple tickets, projects, and client priorities in a fast-paced MSP environment.
  • Self-motivated, dependable, professional, and comfortable taking ownership of technical issues through resolution.
  • Strong team-player mentality with the ability to collaborate with technical, account-management, and sales teams.
• Preferred Certifications & Experience
  
  • CompTIA Network+ and/or Security+ .
  • Current Microsoft certifications relevant to Microsoft 365, Azure, Windows Server, or endpoint administration.
  • CCNA or other relevant Cisco/networking certifications.
  • Previous sales-engineering or technical pre-sales experience.
  • Experience developing technical proposals, scopes, or implementation plans.
  • Experience supporting multiple client environments within an MSP .