Level 2 IT Support Technician (CMMC / DIB)

In this Level 2 IT Support Technician role, you will manage escalated Tier 2 tickets and handle onsite or remote troubleshooting for client networks and endpoints. The position also supports DIB security control maintenance to support CMMC Level 2 compliance across separate commercial and federal environments.

Responsibilities

• Investigate and resolve escalated Tier 2 support tickets covering Windows Server, Microsoft 365, networking, and endpoint issues
• Perform onsite and remote troubleshooting for client hardware, software, and network infrastructure
• Handle day-to-day identity and endpoint management using Microsoft Entra and Intune, including conditional access and MFA
• Work within an RMM and endpoint security stack, including NinjaOne, Defender, CrowdStrike, and a SIEM (training provided for components you have not used)
• Support security controls aligned to NIST SP 800-171 and CMMC Level 2, including evidence collection for SSP and POA&M items
• Maintain accurate asset inventory and track vulnerability remediation through to closure
• Verify backups and test restores according to an established schedule
• Document activity in the ticketing system, including root cause, resolution steps, and updates to the knowledge base
• Escalate complex issues to Level 3 engineers with complete context and supporting details
• Participate in the on-call rotation (currently [X] week in [Y], with an on-call stipend)
• Handle FCI and CUI in accordance with documented data handling procedures

Requirements

• 2 to 4 years of experience in an MSP, help desk, or IT support role (minimum 2 years)
• Working knowledge of Windows Server, Active Directory, and networking fundamentals including DNS, DHCP, VPN, and firewalls
• Microsoft 365 administration experience across Commercial, GCC, and GCC High tenants, or the ability to learn differences quickly
• Hands-on experience with an RMM platform and an endpoint detection tool
• Strong troubleshooting skills and the ability to communicate clearly with non-technical clients
• Comfort working on a small team and owning tickets end to end
• A valid driver’s license and reliable transportation for onsite client visits
• Ability to pass a background check; some clients require additional screening and NDAs
• U.S. person status as required for access to GCC High and CUI environments

Technologies

• Windows Server, Microsoft 365
• Microsoft Entra, Intune, conditional access, MFA
• NinjaOne, Defender, CrowdStrike, SIEM
• NIST SP 800-171, CMMC Level 2, SSP, POA&M
• Active Directory, DNS, DHCP, VPN, firewalls

Benefits

• 401(k) with matching
• Health, dental, and vision insurance
• Health savings account
• Paid time off
• Parental leave
• Flexible schedule
• Professional development assistance

Nice to Have

• CompTIA A+, Network+, or Security+ certification
• Familiarity with NIST SP 800-171, CMMC, or other compliance frameworks
• Experience supporting manufacturing or defense contractor clients
• Microsoft or CrowdStrike certifications

Compensation and Location

Pay: $70,000.00 - $90,000.00 per year

Work location: Hybrid remote in Wayzata, MN 55391