Help Desk / Tier 2 Support Technician (MSP Environment)

Responsibilities

• Troubleshoot escalated Microsoft 365, email, and identity issues
• Configure and support Windows workstations and user environments
• Handle Tier 1 tickets when volume requires
• Assist with client onboarding and workstation deployments
• Support basic networking tasks including DNS, DHCP, and firewall fundamentals
• Participate in onsite installations and client support visits
• Document all work clearly and completely
• Escalate appropriately while maintaining ownership

Requirements

• 5+ years of IT support experience, MSP background strongly preferred
• Strong working knowledge of Microsoft 365 (users, groups, licensing, mail flow)
• Solid Windows troubleshooting experience
• Understanding of networking fundamentals (DNS, DHCP, TCP/IP)
• Experience working directly with end users
• Strong written and verbal communication skills
• Ability to manage multiple priorities

Technologies

• Microsoft 365
• Google Workspace
• Windows
• RMM tools
• PSA tools

Benefits

• 401(k)
• Health insurance
• Paid time off

The Role

We are seeking a capable Tier 2 Support Technician who can operate independently within client environments while still handling Tier 1 tasks when needed. The role combines in-office work with on-site visits to client locations. You will troubleshoot escalated issues, support user environments, contribute to projects, and maintain a professional standard when engaging with clients. This position blends hands-on technical work with opportunities for growth beyond pure help desk or pure project work.

Physical & Work Requirements

• Must be able to lift and carry up to 50 lbs
• Comfortable working on ladders when required for installations and cabling
• Willing to travel locally to client sites
• Professional appearance and demeanor when onsite

Preferred Experience

• Experience with RMM and PSA tools
• Exposure to security best practices such as MFA, phishing prevention, and least privilege
• Basic firewall and network troubleshooting experience
• Google Workspace familiarity

What Success Looks Like

• Confidently handle Tier 1 tickets independently
• Own escalated issues with structured troubleshooting
• Communicate clearly with clients onsite and remotely
• Maintain clean, consistent documentation
• Demonstrate steady technical growth and depth

What We Offer

• Structured onboarding with clear expectations
• Exposure to diverse client environments
• Stable, established MSP in business since 2014
• Competitive compensation based on experience
• Growth path into advanced Tier 2, projects, or specialization

Job Type

Full-time

Pay

$50,000.00 - $60,000.00 per year

Experience

MSP: 2 years (Required)

Ability to Commute

Jacksonville, FL 32216 (Required)

Work Location

In person

Application Question(s)

• This position requires onsite work at the clients location, are you OK with this?
• List your top 2 favorite movies
• What PSA/RMM have you used?
• This position requires occasional work on a ladder as well as carrying up to 50lbs, are you OK with this?
• Write a properly documented ticket resolution for this scenario: