Tier 2: Service Desk Engineer

CIT Solutions, LLC is hiring a Tier 2: Service Desk Engineer to support end users in a cybersecurity-first managed services environment. This role focuses on escalated, technical troubleshooting for client workstations, Microsoft 365, printers and peripherals, networking, and other business applications, with remote work as the default and occasional onsite visits when needed.

In this position, you will work within documented, process-driven workflows and use RMM and PSA tools to keep tickets organized and solutions consistent across a multi-client portfolio. The team also emphasizes root-cause thinking and automation to help maintain a low-ticket environment.

What You’ll Do

• Deliver Tier 2 technical support for end users, primarily remotely with occasional onsite work
• Investigate and resolve escalated tickets involving workstations, Microsoft 365, printers and other peripherals, networking, and other common applications
• Troubleshoot hardware and software issues both remotely and in the field
• Keep documentation accurate and up to date, following standardized procedures using RMM and PSA tools
• Support a low-ticket environment by contributing to automation and root-cause solutions, avoiding short-term fixes

Required Skills & Experience

• 2+ years of IT support experience, ideally in an MSP setting or in a multi-client environment
• Strong knowledge of Microsoft 365, Windows, networking fundamentals, and remote support tools
• Comfort working in structured environments with standardized procedures and documented workflows
• Reliable transportation and willingness to travel locally to client sites as needed
• Excellent communication skills, with clear, professional, and personable interactions

Tools & Technologies

Work will involve Microsoft 365, Windows, RMM/PSA platforms, and common security and business technologies, including:

• RMM and PSA tools such as ConnectWise, Autotask, NinjaOne, and Halo
• MDM, VoIP, and systems management
• Firewall technologies including SonicWall, Fortigate, Fortinet, and Unifi
• Quickbooks, Lacerte, ERP systems, and Azure

Benefits

• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Additional Qualifications (Preferred)

• Relevant certifications (for example CompTIA A+, Network+, or Microsoft certifications)
• Experience with RMM, MDM, and PSA tools such as ConnectWise, Autotask, NinjaOne, and Halo
• Familiarity with VoIP systems, firewalls, and common line-of-business applications (including SonicWall/Fortigate/Fortinet/Unifi, Quickbooks, Lacerte, ERP systems, and Azure)

Role Details

• Job type: Full-time
• Salary: USD 60,000 - 70,000 per year
• Work location: Hybrid remote in Dallas, TX 75208
• Ability to commute: Dallas, TX 75208 (Required)
• Ability to relocate: Dallas, TX 75208 (Relocate before starting work, Required)

What CIT Solutions Emphasizes

• A remote-first setup with meaningful impact
• A tight-knit team focused on clarity, consistency, and continual improvement
• Career growth in a company investing in cybersecurity and automation
• Competitive salary and benefits
• A professional culture centered on security