Service Technician (Tier 2 – Helpdesk & Field Support)

Techfive IT seeks a Tier 2 Service Technician to deliver advanced remote helpdesk support and on site field assistance within a security focused MSP environment. This hybrid role is based in Joplin, Missouri, with a yearly salary range of USD 58,044 to 77,859 and requires two years of hands-on IT support experience.

Responsibilities

• Resolve Tier 1 and Tier 2 tickets, addressing Windows desktop and laptop issues; troubleshoot Microsoft 365 services (Outlook, Teams, OneDrive); and manage user access, profiles, and workstation problems.
• Provide on site technical support (approximately 25% to 50% of the time): workstation deployments, peripheral hardware installations, and endpoint connectivity and performance troubleshooting.
• Execute basic networking tasks including Ethernet termination and testing, network hardware mounting and installation, and wired or wireless connectivity troubleshooting.
• Assist with basic VoIP troubleshooting, covering desk phones, softphones, connectivity, and call quality.
• Utilize RMM and PSA tools to manage tickets, document work, and communicate status.
• Follow documented SOPs and escalation procedures; escalate complex server, firewall, or infrastructure issues to Service Engineers.
• Use approved AI assistants as a primary part of the daily workflow for ticket triage, knowledge lookup, scripting assistance, documentation drafting, and accelerated troubleshooting.
• Contribute resolutions back to the knowledge base in formats that strengthen AI assisted retrieval with clear titles, structured steps, and accurate tagging.
• Identify repeatable tasks that are candidates for automation and surface them to the engineering team.
• Continuously develop prompt engineering and AI tool fluency as a core part of the role.
• Operate with a security first mindset on every ticket and onsite visit.
• Enforce client security standards including MFA, endpoint protection (Huntress, ThreatLocker), patching compliance, and secure baseline configurations.
• Recognize and properly escalate suspicious activity, phishing attempts, and potential incidents per TechFive's incident response playbook.
• Maintain disciplined access hygiene: least privilege, credential handling, and secrets management.
• Ensure all client facing work, remote or onsite, complies with documented security and access control procedures.

Requirements

• Two to five years of hands-on IT support experience, MSP experience preferred.
• Strong experience with Windows desktop support in business environments.
• Working knowledge of basic networking: Ethernet termination, network hardware installation, and connectivity troubleshooting.
• Basic VoIP experience or demonstrated ability to troubleshoot phone systems.
• Familiarity with Microsoft 365 administration and end user support.
• Demonstrated comfort using AI tools (Gemini, Claude, ChatGPT, or similar) for technical work, including the ability to judge when AI output requires verification.
• Foundational cybersecurity awareness: MFA, endpoint protection concepts, phishing recognition, secure configuration principles, and basic incident handling.
• Ability to work independently onsite and manage time effectively.
• Strong documentation habits and attention to detail.
• Valid driver's license and ability to travel locally to client sites.

Technologies

• Windows
• Microsoft 365
• RMM tools
• PSA tools
• Gemini
• Claude
• ChatGPT
• Huntress
• ThreatLocker

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off

Certifications (Preferred / Supported)

• CompTIA A+
• CompTIA Network+
• CompTIA Security+
• Microsoft 365 Fundamentals (MS-900)
• Microsoft SC-900 (Security, Compliance, and Identity Fundamentals)
• ITIL Foundation
• VoIP or networking related certifications

Performance Metrics

• Ticket resolution time against SLA
• First visit resolution rate for onsite work
• Customer satisfaction (CSAT)
• Quality and completeness of ticket documentation
• Reliability and professionalism during client site visits
• AI tool utilization and contribution to internal knowledge base
• Adherence to security standards including MFA enforcement, endpoint compliance, secure configuration practices, and incident escalation discipline

Career Path Progression

Next Step: Senior Service Technician or Service Engineer (Tier 3)

Future Opportunities: Security Engineer, Automation Engineer, Project Engineer, or Technical Account Manager based on skills and interests

Application Question

Please include your LinkedIn profile if available.