Tier 2 Helpdesk Technician

Tier 2 Helpdesk Technician

Stratus Services is growing fast, and we're looking to hire a Tier 2 Helpdesk Technician who are ready to jump in, learn, and support our clients with an elevated level of service. If you enjoy problem-solving, communicating with people, and working in a fast-paced MSP environment, this is a great opportunity to grow your skills and your career. The Tier 2 Systems Administrator serves as the primary escalation point for technical issues that cannot be resolved by Tier 1 support. This role is responsible for advanced troubleshooting, systems administration, infrastructure support, project implementation, and client-facing technical leadership. The ideal candidate possesses strong technical expertise across Microsoft 365, Windows Server, networking, cybersecurity, and cloud platforms while maintaining exceptional customer service and communication skills.

Role Responsibilities

Technical Support & Escalation

• Resolve escalated technical issues from Tier 1 technicians.
• Administer and maintain Windows Server environments.
• Manage user accounts, permissions, group policies, and identity platforms.
• Support virtualization platforms including Hyper-V and VMware.
• Configure and maintain backup, disaster recovery, and business continuity solutions.
• Monitor system health, performance, and security alerts.

Cybersecurity & Compliance

• Assist with deployment and management of EDR, MDR, DNS filtering, email security, and vulnerability management platforms.
• Support implementation of cybersecurity best practices and security controls.
• Participate in incident response activities and security investigations.
• Assist with CMMC, HIPAA, FTC Safeguards, and other compliance-related initiatives.
• Review and remediate security findings and recommendations.

Project Implementation

• Participate in client onboarding, migrations, and infrastructure projects.
• Deploy and configure Microsoft 365, Entra ID, Intune, SharePoint, networking equipment, and endpoint management solutions.
• Assist with server deployments, cloud migrations, and technology refresh initiatives.
• Document project work, procedures, and technical standards.

Documentation & Process Improvement

• Create and maintain technical documentation, SOPs, and knowledge base articles.
• Identify opportunities to improve service delivery and operational efficiency.
• Contribute to automation initiatives utilizing PowerShell and other tools.
• Maintain accurate ticket documentation and time entries.
• Troubleshoot and support Microsoft 365, Entra ID, Intune, Active Directory, Exchange Online, SharePoint, and Teams environments.
• Diagnose and resolve complex workstation, server, network, and cloud-related issues.
• Perform root cause analysis and document findings for recurring incidents.
• Provide technical guidance and mentorship to Tier 1 technicians.

Additional Preferred Qualifications

• Experience within a Managed Service Provider (MSP) environment.
• Microsoft, CompTIA, Cisco, or cybersecurity certifications.
• Experience with PowerShell automation and scripting.
• Familiarity with compliance frameworks including CMMC, HIPAA, NIST, and FTC Safeguards.
• Experience with HaloPSA, Datto RMM, Huntress, CrowdStrike, ScoutDNS, or similar platforms.

Success Metrics

• SLA compliance and response times.
• Escalation resolution rate.
• Client satisfaction scores.
• Technical documentation quality.
• Project delivery effectiveness.
• Reduction in recurring incidents and escalations.

Stratus Services, LLC is a premier IT Consulting and Managed Service Provider (MSP) headquartered in Anchorage, AK, growing our footprint in the Treasure Valley, ID and servicing firms across the nation. Since 2016, we have grown by helping local businesses leverage technology to succeed. We are entering a pivotal growth phase and are seeking a to grow our helpdesk team to better support our clients and provide solutions with the highest level of care.

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Language:

• English (Required)

Work Location:

In person, Anchorage, AK