Tier 2 Helpdesk Technician

Techlocity offers a hybrid, full-time Tier 2 Helpdesk Technician role in Indianapolis, IN. You will own escalated technical issues, investigate root causes, and collaborate with clients and internal teams to resolve problems across multiple environments. The position provides a competitive hourly rate, opportunities for growth, and a culture that values collaboration and continuous learning.

Benefits

• Medical, dental, and vision insurance options
• Paid time off and paid holidays
• 401(k) retirement plan
• Employee Stock Ownership Plan eligibility, subject to plan requirements
• Training and development opportunities to support ongoing technical growth

What You'll Gain

• A clear career path and opportunities for advancement
• Engaging, meaningful technical work across diverse environments
• A collaborative team culture that emphasizes knowledge sharing and support

Responsibilities

• Own escalated technical issues that require deeper analysis and troubleshooting beyond initial support
• Investigate, diagnose, resolve, document, and communicate solutions while collaborating with clients and internal teams
• Investigate and resolve escalated issues across Microsoft environments, servers, networks, and cloud platforms
• Analyze logs, metrics, and system behaviors to identify root causes and implement effective solutions
• Escalate issues to Tier 3 Engineering with complete documentation, supporting data, and clear impact assessments
• Troubleshoot Windows workstations and servers
• Administer and support Active Directory, Group Policy, DNS, DHCP, Kerberos, and Microsoft server services
• Assist with virtualization platforms including Hyper-V and VMware
• Resolve issues involving Exchange Online, Microsoft 365, Entra ID (Azure AD), MFA, Conditional Access, and authentication
• Support tenant migrations, domain transitions, licensing administration, and identity synchronization
• Troubleshoot routing, VPN, firewall, VLAN, NAT, and connectivity issues
• Apply networking knowledge to identify and resolve communication failures across client environments
• Respond to endpoint security alerts and investigate potential threats
• Support patch management processes and validate successful deployments
• Verify backup integrity and disaster recovery readiness
• Provide remote and occasional onsite support
• Communicate technical concepts clearly to non-technical users
• Participate in client onboarding, infrastructure projects, and after-hours on-call rotation

Requirements

• Minimum 3 years of experience in a Tier 2 Helpdesk, technical support, or equivalent environment
• Proficiency with Windows Server, Active Directory, Group Policy, DNS, DHCP, Kerberos, Microsoft 365, Exchange Online, and Entra ID (Azure AD), MFA, and Conditional Access
• Experience with PowerShell, Hyper-V, VMware, Azure, and AWS
• Familiarity with remote management and IT service platforms such as ConnectWise Manage and Datto RMM
• Networking knowledge including TCP/IP, VPNs, routing, VLANs, NAT, and firewall concepts
• Ability to troubleshoot endpoint security alerts and assess potential threats
• Experience with patch management, backup validation, and disaster recovery readiness
• Willingness to provide remote and occasional onsite support and to participate in after-hours on-call rotation