Help Desk Technician Level 2 (MSP)

We are a family-owned Managed Services Provider hiring a Service Desk Specialist Level 2 to support small and mid-sized business clients across multiple environments. This role is ideal for someone with MSP experience who has moved beyond basic help desk support and is ready to continue building a stronger Tier 2 skill set. You will support Microsoft 365, Exchange Online, Active Directory, Entra ID, basic networking, endpoints, business applications, and client troubleshooting in a fast-paced service desk environment.

RESPONSIBILITIES

Monitor and respond to service desk tickets in a timely manner Provide support for Microsoft Office, Outlook, Microsoft 365, hardware, software, and business applications Troubleshoot end-user issues by phone, remote tools, and ticketing systems Support Microsoft 365, Exchange Online, Active Directory, Entra ID, and basic Group Policy tasks Troubleshoot basic LAN/WAN, connectivity, Wi‑Fi, VPN, and endpoint issues Configure and troubleshoot workstations, thin clients, iPads, mobile devices, and other endpoint hardware Assist with Intune-based mobile device and endpoint support Use PSA and RMM tools to manage tickets, time entries, documentation, and follow‑up Identify recurring user issues and help document long‑term fixes Create and maintain documentation, FAQs, troubleshooting notes, and resolution steps Escalate complex issues internally or with vendors such as Microsoft and Dell when needed

REQUIRED EXPERIENCE

Experience working for a Managed Service Provider or supporting multiple SMB client environments 2+ years of recent service desk, help desk, or IT support experience Microsoft 365 and Exchange Online administration experience Experience with Active Directory, Entra ID, users, groups, permissions, and basic Group Policy Basic LAN/WAN troubleshooting experience Experience supporting Microsoft Office, Outlook, business applications, and endpoint hardware Familiarity with Windows Server, routers, switches, firewalls, VoIP, or IP‑based environments Strong communication skills, documentation habits, and client‑service mindset Ability to work with urgency while keeping tickets, time entries, and client updates accurate

BENEFITS

Health, Dental, and Vision Insurance 100% covered by company 401(k) with company match Generous PTO Bi‑annual performance‑based bonuses Profit Sharing Paid certifications and performance goal plan #J-18808-Ljbffr Bowman Williams