Sr. Help Desk Support Analyst (MSP) - Lvl 2

The Sr. Help Desk Support Analyst (MSP) - Lvl 2 role at D2 Integrated Solutions provides end-to-end ownership of client support outcomes in an MSP environment. You will handle ticket and phone support, troubleshoot and resolve IT issues, and maintain documentation and service quality within defined SLA targets.

Onsite Location

Oreland, PA (in person)

Compensation

USD 60,000 - 75,000 per year

Pay: $60,000.00 - $75,000.00 per year

Responsibilities

• Respond promptly to incoming tickets and phone calls, troubleshooting IT issues with end clients to drive timely resolutions.
• Own support tickets from intake through resolution or appropriate escalation, ensuring accountability in the ticketing system and alignment with SLA targets.
• Communicate clearly and professionally with clients throughout the support process, translating technical concepts into easy-to-understand guidance.
• Troubleshoot and support Active Directory, Microsoft 365 (Exchange, Teams, and licensing), SharePoint/OneDrive, desktop applications, LAN/WAN connectivity, and common end-user hardware and software issues.
• Diagnose and resolve incidents involving Windows workstations, Office applications, email, file access, printing, and network connectivity.
• Perform root cause analysis for recurring issues and contribute to preventive solutions.
• Document all work thoroughly in PSA/RMM systems, including steps taken, resolution details, and knowledge base articles for future reference.
• Collaborate with engineers on escalated issues and support junior team members as appropriate while continuing to expand your skills.
• Deliver exceptional customer service with a calm, helpful approach, de-escalating when needed and strengthening long-term client trust.
• Identify opportunities to improve support processes, documentation, and client self-service resources.
• Participate in team knowledge sharing, training sessions, and internal documentation contributions.
• Monitor open tickets proactively and follow up to ensure timely resolution and client satisfaction.

Required Experience

• 3 years of Help Desk or technical support experience in an MSP, IT services, or multi-client environment.

Requirements

• 3–5+ years of Help Desk or technical support experience in an MSP, IT services, or multi-client environment, with demonstrated advanced troubleshooting ability.
• Solid working knowledge of Microsoft 365 administration and troubleshooting, Active Directory / Entra ID user and group management, Windows 10/11 desktop support, SharePoint/OneDrive, and networking (LAN/WAN, Wi-Fi, VPN).
• Experience working within a Professional Services Automation (PSA) and Remote Monitoring & Management (RMM) platform (Autotask preferred).
• Strong customer service orientation with excellent verbal and written communication skills.
• Ability to manage multiple tickets simultaneously while maintaining SLA compliance and attention to detail.

Technologies

• Active Directory
• Microsoft 365
• Exchange
• Teams
• SharePoint
• OneDrive
• Windows workstations
• Windows 10/11
• Office applications
• LAN/WAN
• Wi-Fi
• VPN
• PSA/RMM platform
• Autotask
• PSA
• Remote Monitoring & Management (RMM)
• Entra ID

Preferred Qualifications

• Certifications such as CompTIA A+, Network+, Microsoft 365 Fundamentals, or equivalent.
• Experience with Intune, Autotask, ConnectWise, or similar tools.
• Familiarity with security tools (EDR, email filtering) and basic compliance concepts.

Key Traits

• Ownership & Accountability: Responsible for tickets and client outcomes.
• High Urgency & Initiative: Respond quickly, follow through, and help prevent issues.
• Detail-Oriented & Consistent: Produce accurate documentation and thorough resolutions.
• Adaptability & Problem-Solving: Develop practical solutions under pressure.
• Strong Customer Service Mindset: Patient, empathetic, and skilled at de-escalation.
• Team Player: Collaborate, seek help when needed, and support team growth.
• Understanding of B2B Service Relationships: Treat interactions as opportunities to strengthen client partnerships.

Benefits

• Competitive salary with performance incentives
• Health insurance
• Paid time off and company holidays
• Professional development and certification support
• Opportunity to grow within a growing MSP with real impact on clients and the company
• 401(k)
• 401(k) matching
• Paid time off
• Professional development assistance
• Referral program
• Retirement plan
• Vision insurance

Experience Level Note

Microsoft 365 Admin: 3 years (Preferred)

What to Expect

The role is in person, supporting clients through a mix of ticket and phone-based assistance, with strong emphasis on documentation, SLA compliance, and customer service.