Level 2 IT Support Technician – Help Desk & Field Support

The Level 2 IT Support Technician role at Monmouth Cyber combines help desk and Level 2 technical troubleshooting with project support and onsite client assistance. Based in Red Bank, NJ, the position is approximately 70% help desk and technical escalations from the Red Bank office and 30% onsite support at client locations.

Role Overview

In this full-time, onsite role, you will provide Level 2 support across multiple client environments, own support tickets from intake through resolution, and assist with more complex issues escalated from Level 1. You will also support onboarding and offboarding, monitor environments using RMM and security tools, and contribute to ongoing improvements to service delivery.

Responsibilities

• Provide Level 2 technical support across multiple client environments
• Troubleshoot Windows desktops and laptops, including Microsoft 365, applications, printers, connectivity, user accounts, permissions, and other business technology issues
• Own support tickets through resolution, keeping clients informed throughout the process
• Handle escalations from Level 1 technicians and assist with complex technical issues
• Perform root-cause analysis and work toward permanent solutions for recurring problems
• Support user onboarding and offboarding
• Monitor client environments using RMM and security tools, proactively responding to alerts
• Support Microsoft 365, including Exchange Online, Teams, SharePoint, OneDrive, Entra ID, MFA, licensing, and user administration
• Troubleshoot networks and security-related components including firewalls, switches, wireless, VPNs, DNS, DHCP, and internet connectivity
• Support Windows Server, Active Directory, file shares, permissions, backups, and related infrastructure
• Troubleshoot endpoint, identity, cloud, and cybersecurity-related issues
• Travel to client locations within the service area to provide onsite technical support
• Install and configure workstations and client technology, including networking equipment, printers, and wireless equipment
• Perform workstation replacements, equipment deployments, and onsite maintenance
• Represent Monmouth Cyber professionally when working with client employees and leadership
• Assist with Microsoft 365 migrations, workstation deployments, network upgrades, server projects, office moves, and other technology initiatives
• Configure, test, deploy, and document new hardware and software
• Work with the Service Manager and technical team to complete projects with minimal disruption to clients
• Maintain accurate ticket notes and client documentation
• Create and update technical procedures, configurations, and troubleshooting documentation
• Share knowledge with Level 1 technicians to strengthen service-team capabilities
• Identify recurring issues and opportunities to improve how support is delivered
• Contribute to improvements in service delivery and internal processes
• Participate in a scheduled on-call rotation for critical client issues
• Assist with occasional after-hours maintenance or project work when required

Requirements

• 3+ years of IT help desk, desktop support, systems administration, or similar technical support experience
• Strong Level 2 troubleshooting skills across Windows, Microsoft 365, networking, and common business technology
• Experience supporting Microsoft 365 and Entra ID environments
• Working knowledge of Active Directory, DNS, DHCP, VPNs, firewalls, switches, and wireless networks
• Experience with RMM, ticketing, remote support, and IT documentation platforms
• Strong troubleshooting skills and the ability to work through unfamiliar technical problems
• Excellent written and verbal communication skills
• Professional and comfortable communicating directly with business clients
• Strong documentation and organizational habits
• Ability to manage multiple priorities across different client environments
• Valid driver’s license and reliable transportation for travel to client locations
• Red Bank, NJ 07701: Relocate before starting work (Required)

Tools and Technologies

• Windows, Microsoft 365, Exchange Online, Teams, SharePoint, OneDrive
• Entra ID, MFA, Active Directory
• DNS, DHCP, VPNs, firewalls, switches, wireless
• Windows Server, RMM
• EDR, email security, endpoint management, managed security platforms
• Virtualization

Preferred Qualifications

• Previous Managed Service Provider (MSP) experience
• Experience supporting multiple client environments simultaneously
• Experience with cybersecurity tools such as EDR, MFA, email security, endpoint management, and managed security platforms
• Windows Server and virtualization experience
• Experience installing and troubleshooting business networking equipment
• CompTIA, Microsoft, networking, or cybersecurity certifications

Compensation and Employment Details

• Location: Red Bank, NJ (In office with local client travel)
• Employment: Full-Time
• Work location: In person
• Pay: USD 54,463 - 70,304 per year

Benefits

• Flexible schedule
• Paid time off
• Professional development assistance
• Tuition reimbursement