Level 2 Help Desk Technician (MSP Experience Required)

At CrafTech Computer Solutions, we offer a competitive salary, comprehensive benefits, and a collaborative, growth-oriented team. This on-site Level 2 Help Desk position in Broomall, PA supports MSP clients with remote IT assistance, including Microsoft 365, Azure AD, ConnectWise Manage, and NinjaRMM, with ongoing training and clear opportunities for career advancement.

Benefits

• Competitive salary based on experience
• Paid vacation and holidays
• Paid time off
• 401(k) plan eligibility after one year of employment
• 401(k) matching
• Employer-paid health insurance benefits following the initial 90-day employment period
• Health insurance
• Dental insurance
• Vision insurance
• Ongoing technical training and certification opportunities
• Career advancement opportunities
• Collaborative and supportive team environment

Responsibilities

• Respond to support requests via phone, email, and the ticketing system in a timely manner
• Diagnose and resolve Windows desktop and laptop issues
• Administer Microsoft 365 services including Outlook, Exchange Online, Teams, OneDrive, and SharePoint
• Manage Azure Active Directory user accounts, permissions, and security groups
• Diagnose and resolve printer, networking, and connectivity problems
• Configure workstations, install software, and perform system setups
• Monitor client environments with NinjaRMM
• Document all work and maintain accurate ticket notes in ConnectWise Manage
• Escalate complex issues to senior engineers when needed
• Follow MSP best practices for communication and ticket management
• Provide exceptional remote support across multiple clients with professionalism

Requirements

• Minimum 2 years MSP experience
• Experience using ConnectWise Manage or comparable
• Experience using NinjaRMM or comparable
• Strong knowledge of Microsoft 365 administration and support
• Experience with Azure AD / Entra ID user management
• Strong troubleshooting skills for Windows 10 and Windows 11
• Experience supporting printers, scanners, and peripheral devices
• Understanding of TCP/IP, DNS, DHCP, VPNs, and basic networking concepts
• Excellent verbal and written communication skills
• Ability to multitask and prioritize in a fast-paced MSP environment

Technologies

• ConnectWise Manage
• NinjaRMM
• Microsoft 365
• Azure Active Directory (Azure AD)
• Entra ID
• Outlook
• Exchange Online
• Teams
• OneDrive
• SharePoint
• Windows 10
• Windows 11
• 3CX
• Broadvoice

Work Location

This position is fully in-office in Broomall, PA.