Tier 2 Help Desk Technician in an MSP environment responsible for escalating and resolving issues, configuring Windows workstations, onboarding clients, and performing onsite visits; combines in-office work with travel to client sites.

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:

Help Desk / Tier 2 Support Technician (MSP Environment)

Job Description