Help Desk Technician (Tier 2)

SIOTEK is hiring a Tier 2 Help Desk Technician to support dental and veterinary practices across a few hundred client locations. This role is built for troubleshooting depth: you’ll move between live ticket work, harder escalations, and direct project tasks when lower-tier support gets stuck. Support is mostly remote, with onsite visits in cases that cannot be resolved from afar.

In this hybrid position based in Louisville, KY 40245, you’ll handle a continuous queue alongside the team, work Windows and network issues end to end, and keep communication clear with non-technical staff while documenting your steps for the next technician.

Responsibilities

• Work a live ticket queue across a few hundred client sites, collaborating with the rest of the support team.
• Pick up escalations and tickets that stall for other technicians, and take on project work as it comes in.
• Diagnose Windows workstation and Windows Server issues beyond the most obvious causes.
• Resolve Active Directory and Group Policy issues, including user accounts, permissions, and profile problems.
• Administer Microsoft 365 and Google Workspace, including mailboxes, licensing, mail flow, shared drives, and MFA.
• Troubleshoot remote network problems, including DNS, DHCP, VLANs, VPN tunnels, and ISP outages, and determine whether the issue is on the client side or the carrier side.
• Handle backup monitoring and restore requests.
• Troubleshoot printer, scanner, and imaging device issues.
• Guide non-technical staff through fixes over the phone without losing them.
• Document troubleshooting and outcomes clearly so the next person can continue without restarting from scratch.
• Perform workstation deployments, replacements, and refreshes.
• Install and configure switches, firewalls, access points, and UPS equipment.
• Run, terminate, and test network cabling, including cable work above ceiling and in occupied spaces.
• Mount displays, access points, and equipment neatly and level, and maintain tidy equipment closets.
• Provide onsite diagnosis when problems cannot be solved remotely.
• Complete occasional after-hours or weekend work when a practice cannot take downtime.

Requirements

• Strong working knowledge of Windows 10/11 and Windows Server.
• Administrative-level experience with Active Directory and Group Policy (not limited to unlocking accounts).
• Microsoft 365 administration experience managing a tenant, not just using Outlook.
• Networking fundamentals that translate to real-world work: IP addressing, subnetting, DHCP, DNS, VLANs, port forwarding, and firewall rule behavior.
• The ability to determine whether the issue is caused by a switch, firewall, or modem.
• Ability to work a ticket to resolution independently rather than pushing it along when it gets uncomfortable.
• Hands-on experience pulling and terminating cabling with testable, passing terminations.
• Comfort working on a ladder, in a ceiling space, and around a wall.
• Ability to mount equipment level and secure it correctly on the first attempt.
• Own hand tools and know how to use them.
• Ability to lift and move equipment and stay on your feet for a full day.
• Self-starter mindset, especially onsite where guidance on what to do next may not be provided.
• Professional presence working in clinical environments with patients, clients, and staff during business hours.
• Based in or near Indianapolis or Louisville, with a reliable vehicle and valid driver’s license.
• Ability to work at an MSP pace with multiple clients, competing priorities, and interruptions throughout the day.
• Team-oriented approach to clearing the queue when backed up, regardless of ticket origin or tier.
• Ability to pass a background check.

Technologies

Windows 10, Windows 11, Windows Server, Active Directory, Group Policy, Microsoft 365, Google Workspace, MFA, DNS, DHCP, VLANs, VPN tunnels, ISP outages, Backup monitoring, Restore, printer, scanner, imaging device, IP addressing, subnetting, port forwarding, switches, firewalls, access points, UPS equipment, network cable, Hyper-V, VMware, UniFi, Meraki, Fortinet, SonicWall, pfSense, RMM, PSA, Syncro, ConnectWise, Datto, NinjaOne, Dentrix, Eaglesoft, Open Dental, Ezyvet, Cornerstone, HIPAA.

Benefits

• 401(k) and 401(k) matching.
• Dental insurance, health insurance, and vision insurance.
• Health savings account.
• Paid time off.
• Matching 401(k) available on the 1st day after 60 days.
• Laptop, phone, and tools.
• Fuel covered for client travel.
• Lodging and meals covered on the occasional out-of-area trip.

Compensation

USD 50,000 - 60,000 per year starting salary, based on what you can actually do rather than years on a resume.

Nice to Have

• Prior MSP experience.
• Healthcare IT experience, especially dental or veterinary.
• Familiarity with practice management or imaging software (Dentrix, Eaglesoft, Open Dental, Ezyvet, Cornerstone, or similar).
• UniFi, Meraki, Fortinet, SonicWall, or pfSense experience.
• Experience with an RMM and PSA platform (Syncro, ConnectWise, Datto, NinjaOne, or similar).
• Hyper-V or VMware experience.
• Backup platforms and real restore experience.
• CompTIA A+, Network+, or Security+.
• HIPAA familiarity.

What We Provide

• Starting salary of $50,000 to $60,000.
• Laptop, phone, and tools.
• Fuel covered for client travel; you drive your vehicle at the start, with a company vehicle planned as the role grows.
• Lodging and meals covered on the occasional out-of-area trip.
• Health, dental, vision, and matching 401(k) available on the 1st day after 60 days.
• A small team where you’ll learn the whole stack rather than a narrow slice of it.

Application Questions

• What’s the hardest ticket you personally resolved, start to finish, with nobody to escalate to? What made it hard?
• A client office says “the internet is down.” Everyone can still reach the server and print, but nothing external loads. Walk us through how you’d work it, in order.
• How many cable drops have you personally pulled and terminated, and what do you use to test them?