Tier 2 Service Desk Technician

Tier 2 Service Desk Technician

Mechanicus LLC is a Managed Service Provider (MSP) that has been serving Pittsburgh and the surrounding area since 2010. We provide both fully managed IT services and supplemental support for clients with internal IT staff. Our team is committed to delivering high-quality technology solutions that enhance operational efficiency. We're looking for a Tier 2 Service Desk Technician who knows how to troubleshoot real-world IT issues across a variety of industries, including professional services, healthcare, and light industrial in a fast-paced MSP environment.

What You'll Actually Do

• Troubleshoot Windows 10/11 workstation issues including slow performance, profile corruption, application crashes, and occasional BSODs.
• Resolve Microsoft 365 support requests including mailbox issues, OneDrive sync problems, SharePoint permissions, shared mailboxes, distribution groups, and licensing.
• Support Azure Virtual Desktop (AVD) environments including FSLogix profile issues, session host troubleshooting, app access, and performance complaints.
• Diagnose VPN and remote access issues such as connection drops, DNS/split-tunnel problems, MFA friction, and conditional access issues.
• Handle VoIP support including handset registration, voicemail setup, call routing, and basic PBX changes.
• Manage printer and scanning issues including print queues, driver deployment, scan-to-folder/email, and onboarding multifunction printers.
• Respond to and remediate RMM alerts related to patching failures, disk space, service outages, and agent health.
• Handle routine front-line security triage including phishing/spam reports and pre-screened suspicious login alerts.
• Manage onboarding and offboarding tasks including user provisioning in Entra ID, group memberships, file share access, license assignments, and equipment preparation.
• Maintain accurate documentation in Hudu along with clean ticket notes, categorization, and time entries.

What We're Looking For

• 2-4 years in an MSP, internal IT, or hands-on support role.
• Working knowledge of Windows 10/11, Active Directory / Entra ID, Microsoft 365 admin center, and basic PowerShell (you can read a script and modify it; you don't need to write modules from scratch).
• Experience working with RMM platforms (we use NinjaRMM) and PSA/ticketing systems (we use Halo).
• Networking fundamentals — DHCP, DNS, VLANs, basic firewall rules. You don't need to design a network, but you need to read one.
• Customer-facing communication skills. Most of our tickets are resolved by phone, chat, or screen-share — clients hear from you more than they hear from us.

Nice To Have

• Hands-on technician experience with:
• HaloPSA (ticketing, time tracking, custom fields, workflows).
• NinjaOne (NinjaRMM) — agent deployment, scripting, patching, custom field automation.
• CIPP for Microsoft 365 multi-tenant administration.
• Hudu for IT documentation.
• Microsoft certifications: MD-102, MS-900, AZ-900.
• Working knowledge of Azure Virtual Desktop, Entra ID Conditional Access, and Microsoft Defender baselines.
• Barracuda Email Protection — mail flow, quarantine, end-user release workflows.
• Familiarity with Microsoft Sentinel alerts and Blackpoint MDR workflow even if you don't own them

HR Information

• Full-time, permanent role
• Salary: $60,000 – $75,000 depending on experience
• Health insurance
• 401K with 3% match
• 12 days PTO to start (accrual increases with tenure) + 8 paid holidays
• Hybrid role – 3 days in office or clients' site, 2 days remote
• Schedule: Mondays-Fridays, 8 AM – 5PM
• Room for growth – We hire from within. Our current Tier 3 engineers have been all Tier 2 here within the last four years.