Level 2 Service Desk Technician (2nd Shift)

Level 2 Service Desk Technician

Are you ready to grow your career at a values-driven, family first MSP? DTC is looking for a second shift Level 2 Service Desk Technician. The Level 2 Service Desk Technician is DTC's dedicated evening technical resource, responsible for executing scheduled project work, resolving escalated tickets, responding to system alerts, and ensuring uninterrupted client service into the evening hours. This is a remote role.

We'll Provide:

• Robust benefits package including PTO, 401k, healthcare, dental, and vision.
• Salary range of $67,500-82,500 annually.
• Opportunities for continued growth, learning, and creativity.

What You'll Do:

• Work with significant overlap during afternoon business hours (2:00–5:00 PM ET) and independently after hours (5:00–10:00 PM ET)
• Execute assigned project tasks (remote installs, migrations, configuration changes, hardware lifecycle work) during evening hours when client offices are closed.
• Take ownership of tickets escalated from Tier 1 and perform advanced troubleshooting.
• Review and approve Field Visit requests and Hardware requests as the T2 approval authority.
• Perform server patching, firmware updates, backup verifications, and other planned maintenance during evening hours to minimize client disruption.

Skills You'll Need:

• Ability to travel to headquarters in Sparks, MD for onboarding and for company events (company paid).
• 2–4 years in IT support roles, including 1+ years in a Tier 2 capacity.
• Strong knowledge of Windows Server and Windows workstation administration.
• Solid understanding of Microsoft 365 (Exchange Online, Entra ID, Teams).
• Networking fundamentals: VLANs, DNS, DHCP, firewall rules, WiFi troubleshooting.
• Basic server administration including Active Directory, Group Policy, and Hyper-V.
• Experience with MSP tooling: RMM platforms, PSA/ticketing systems, and remote support tools.
• Must be willing to work a rotating Saturday shift for 5 hours (about every 4-6 weeks).
• Strong judgment to determine when to escalate critical incidents (e.g., P1/P2 issues), and how to provide clear, complete context for Tier 3 or on-call escalation.
• Dental industry experience preferred.