Tier 2 Helpdesk Technician

The Tier 2 Helpdesk Technician role at Stratus Services is an on-site position designed to resolve escalated tickets, support client endpoints, and manage Microsoft 365 administration within a fast-paced MSP environment. The role is available in Boise, Idaho or Anchorage, Alaska, and requires a proactive, professional approach to client support.

Overview

Stratus Services is experiencing rapid growth and is adding three Tier 2 Helpdesk Technicians to the team. This role emphasizes problem solving, clear communication, and delivering elevated service to clients in a dynamic MSP setting. The ideal candidate will thrive in a fast-moving environment and contribute to ongoing client success.

Responsibilities

• Manage escalated tickets end to end for end users and client environments, delivering timely resolutions
• Provide hands-on support for desktops, laptops, printers, servers, networking hardware, and cloud platforms
• Administer and support Microsoft 365 environments, including Exchange Online, Entra ID (Azure AD), Intune, Teams, and SharePoint Online
• Orchestrate user onboarding and offboarding processes
• Troubleshoot MFA, mail flow, Outlook, authentication, and licensing issues
• Assist with workstation deployments and hardware replacements as needed
• Monitor systems and apply patches, performing remediation via RMM tools
• Escalate appropriately while maintaining ownership and consistent communication with clients
• Document troubleshooting steps, resolutions, and details of client environments
• Participate in project work and contribute to client infrastructure improvements
• Provide remote support with occasional on-site visits
• Engage with clients professionally, maintaining a customer-focused service approach

Requirements

• Minimum 3 years of experience in an MSP environment
• Strong troubleshooting capabilities across Windows environments
• Working knowledge of Microsoft 365 administration
• Experience with Windows 10/11, Windows Server, and Active Directory
• Fundamental networking knowledge and VPN connectivity experience
• Experience with printers and endpoint devices
• Familiarity with RMM and PSA platforms
• Ability to prioritize and manage multiple client issues concurrently
• Effective communication and thorough documentation skills
• Ability to work independently and as part of a collaborative team

Technologies

• Microsoft 365, Exchange Online, Entra ID (Azure AD), Intune, Teams, SharePoint Online
• Windows 10/11, Windows Server, Active Directory
• Networking fundamentals, VPN connectivity
• Printers and endpoint devices
• RMM platforms, PSA platforms

Benefits

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

Location and Work Arrangement

This is an on-site role based in Boise, Idaho or Anchorage, Alaska. The work arrangement requires in-person presence at client sites and Stratus Services facilities as needed.

Compensation

Pay rate is USD 25.00 to 30.00 per hour.

Application Question

Are you located in the Treasure Valley, ID or greater Anchorage Area?