Junior Help Desk Technician (Level 2)

Responsibilities

• Troubleshoot and resolve escalated Level 1 tickets involving Windows systems, Microsoft 365, networking, and cloud environments
• Support and maintain Active Directory, Azure AD, Microsoft 365, and user identity management
• Diagnose and resolve network connectivity issues, VPN problems, and firewall-related issues
• Manage and maintain servers, virtual machines, and core infrastructure components
• Perform advanced troubleshooting of workstation, server, and application issues
• Assist with Microsoft 365 administration including Exchange Online, SharePoint, and Teams
• Document troubleshooting steps, resolutions, and system changes within Autotask PSA
• Participate in client onboarding, system deployments, and infrastructure upgrades
• Collaborate with Level 1 technicians by providing guidance and technical support
• Follow defined ticket prioritization and SLA response standards
• Maintain strict HIPAA and security compliance when handling client data
• Deliver professional, high-quality support to both technical and non-technical users

Requirements

• 3+ years of IT support experience, preferably in an MSP environment
• Strong experience with Windows Server and Windows 10/11 administration
• Solid knowledge of Microsoft 365 administration and Azure AD
• Experience troubleshooting networking issues (DNS, DHCP, VPN, TCP/IP)
• Familiarity with Active Directory, Group Policy, and user identity management
• Strong troubleshooting and analytical skills
• Excellent communication and documentation skills
• Ability to manage multiple tickets and priorities in a fast-paced MSP environment
• Reliable home office setup with high-speed internet

Technologies

• Datto Autotask PSA
• Remote Monitoring & Management (RMM) tools
• Remote desktop/support tools
• Windows Server, Windows 10/11
• Microsoft 365, Azure AD
• Exchange Online, SharePoint, Teams
• Active Directory
• DNS, DHCP, VPN, TCP/IP
• Hyper-V, VMware

Benefits

• Medical, dental & vision insurance
• 401(k)
• Paid time off & holidays
• Paid training and certification reimbursement
• Fully remote work environment
• Clear growth path to Level 3 Engineer / Systems Engineer
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Nice to Have

• CompTIA Network+, Security+, or Microsoft certifications
• Experience with Datto RMM, Autotask, or other MSP toolsets
• Experience managing firewalls, VPNs, and network infrastructure
• Virtualization experience (Hyper-V or VMware)
• Healthcare IT or HIPAA-regulated environment experience
• Prior MSP experience supporting multiple client environments

Tools You’ll Use

• Datto Autotask PSA
• RMM tools
• Remote desktop/support tools
• Windows Server and Microsoft 365 environments
• Active Directory / Azure AD
• Networking and security tools

Compensation & Work Location

Pay: USD 31.00 - 34.00 per hour. Job Type: Full-time. Work location: Hybrid remote in Beachwood, OH 44122.

Why You should consider this role

• Join a tight-knit MSP team that supports healthcare organizations
• Work across a broad set of technologies and client environments
• Opportunity to mentor junior technicians and develop leadership skills
• A genuine pathway to senior engineering roles within the organization
• Contribute to reliable IT services that healthcare facilities depend on

Equal Opportunity Employer

Choice IT Services is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, religion, gender, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected status.

Location and Environment

Hybrid remote role based in Beachwood, Ohio 44122.