IT Support Technician - Tier 2

Job Description

Job Description

Tier 2 Support Technician | TechCollective

• Location: New Orleans, Louisiana.
• Work mode: Hybrid work, with onsite visits as needed.
• Travel: Must be able to travel to client sites when required. Access to a vehicle is required.
• Role level: Tier 2 / Level II

About TechCollective

TechCollective is a worker-owned IT support cooperative. We support small and mid-sized organizations and nonprofits with responsive, security-minded IT services. We’re looking for a technician who enjoys solving real problems, communicating clearly, and contributing to a collaborative team culture.

Role summary

As a Tier 2 Support Technician, you’ll handle escalations and complex endpoint, identity, and networking issues across a variety of client environments. You’ll work primarily remotely, and you’ll also perform onsite support for installations, troubleshooting, and project work when required.

What you’ll do

• Troubleshoot and resolve Windows and macOS issues remotely and onsite.
• Own complex tickets end-to-end: triage, investigation, resolution, and follow-up.
• Support identity and access workflows: user onboarding/offboarding, MFA issues, account access, and SSO troubleshooting.
• Administer and troubleshoot Microsoft 365 and Google Workspace (user accounts, groups, mail, and common admin tasks).
• Troubleshoot networking fundamentals in the field: DHCP/DNS issues, VLAN basics, Wi-Fi problems, and connectivity.
• Deploy and support workstations, peripherals, and small office networking equipment.
• Use RMM tooling and scripts to standardize, remediate, and improve fleet health.
• Document work clearly: ticket notes, time entries, client-facing updates, and internal runbooks.
• Collaborate with peers on projects and continuous improvement; participate in co-op operations and meetings.

Required qualifications

• 2+ years of professional desktop support experience (Tier 2 / Level II or equivalent).
• Strong troubleshooting skills on Windows and macOS.
• Comfortable with core networking concepts (DHCP, DNS, VLANs) and practical troubleshooting.
• Excellent written and verbal communication; confident interacting with clients.
• Strong ticket hygiene: accurate notes, time entries, and timely updates.
• Ability to travel to client sites as needed (reliable transportation and willingness to be onsite).
• Self-directed and dependable: can prioritize work, ask for help when needed, and follow through.

Preferred / nice-to-have

• Experience in an MSP environment (or similarly fast-paced multi-client support role).
• Familiarity with PSA/RMM tools (e.g., Autotask, Datto RMM) or equivalents.
• JumpCloud (or similar IAM/MDM) experience: device enrollment, policies, and MFA troubleshooting.
• Networking platform experience (e.g., UniFi) and basic firewall/switch/wifi troubleshooting.
• Windows Server fundamentals (AD, GPO, file shares/permissions).
• Backup troubleshooting (endpoint and cloud).
• Basic scripting/automation mindset (PowerShell and/or Bash).
• VoIP troubleshooting experience (as applicable).

Compensation and benefits

• Salary range: $52,000–$64,000 (commensurate with experience; may vary by location).
• Health and dental insurance contribution (50% employer-paid).
• Flexible, collaborative work environment and professional development.
• Generous paid time off
• Path to co-op membership/ownership for successful hires, with equity and potential patronage/dividends over time.

How to apply

Please send a resume and a short note describing your favorite open source project. If you have links to relevant projects, documentation, or scripts, include them.

TechCollective is a worker-owned IT support cooperative. We support small and mid-sized organizations and nonprofits with responsive, security-minded IT services. We’re looking for a technician who enjoys solving real problems, communicating clearly, and contributing to a collaborative team culture.

Company Description

TechCollective is a worker-owned IT support cooperative. We support small and mid-sized organizations and nonprofits with responsive, security-minded IT services. We’re looking for a technician who enjoys solving real problems, communicating clearly, and contributing to a collaborative team culture.