Support Jobs in Cumming, GA

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Senior Service Desk Technician (Tier 2 – MSP)

Snap Tech IT, LLC Cumming, GA

Cumming, GA

Today

$60k - $70k/yr Full time Senior Active Directory Cloud Platforms

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Job Description

Snap Tech IT, LLC is seeking a seasoned Service Desk professional to join our in-house team in Cumming, GA. The Senior Service Desk Technician (Tier 2) acts as the main escalation point for complex incidents within our MSP environment, owning advanced troubleshooting and guiding issues through to resolution. This onsite role blends hands-on technical work with collaboration across a close-knit group of IT professionals to support multiple business clients.

Responsibilities

Serve as a Tier 2 escalation resource for intricate technical problems
Deliver remote technical support to several business clients in a B2B MSP setting
Troubleshoot and resolve advanced issues on Windows 10/11
Address complex Microsoft 365 problems, including Exchange and basics of Azure AD
Troubleshoot Active Directory concerns (users, groups, GPO awareness)
Resolve advanced networking issues (DNS, DHCP, TCP/IP)
Own tickets through to resolution, rather than simply handing them off
Perform technical triage to determine severity and root cause
Use ConnectWise Automate and our ticketing system to manage tasks
Support endpoint security tools, email security, MDM, and related platforms
Create and maintain clear documentation in IT Glue
Collaborate with fellow technicians and escalate only when appropriate
Participate in a rotating after-hours on-call schedule
Occasionally travel onsite to client locations; a valid driver’s license is required

Requirements

3–5 years of IT support experience (Service Desk, Technical Support, MSP preferred)
Demonstrated Tier 2 troubleshooting experience
Strong working knowledge of Windows OS
Strong working knowledge of Microsoft 365
Strong working knowledge of Active Directory
Solid understanding of networking fundamentals
Experience handling tickets from a queue and documenting work thoroughly
Strong customer service and communication skills

Technologies

Windows OS
Microsoft 365
Active Directory
ConnectWise Automate
IT Glue
VMware
ConnectWise

Benefits

401(k)
401(k) matching
Dental insurance
Employee assistance program
Flexible spending account
Health insurance
Health savings account
Life insurance
Paid time off
Referral program
Vision insurance

What we’re looking for

Regularly handles escalated or non-routine tickets
Comfortable troubleshooting issues where the answer isn’t obvious
Ability to manage multiple priorities in a fast-paced queue
Clear communication with non-technical end users
Ownership and follow-through to resolution
Valuing documentation, process, and accountability
Understanding MSP expectations around responsiveness and efficiency

Strongly preferred (not required)

Prior MSP experience
Experience with ConnectWise, RMM tools, or similar platforms
Exposure to virtualization (VMware or similar)
Security tooling or firewall exposure
Microsoft or CompTIA certifications

About Snap Tech IT

Since 2001, Snap Tech IT has delivered managed IT services to businesses across Atlanta, Phoenix, and San Francisco. We are a process-driven MSP that prioritizes curiosity, accountability, and continuous improvement. Our technicians take pride in solving real problems and delivering consistent, high-quality service to our clients.

Experience

IT Support / Help Desk: 3 years (Required)

Work Location

In person

Location

Cumming, GA

Job Type

Full-time

Pay

$60,000.00 - $70,000.00 per year

Application Questions

What ticketing system(s) have you used, and approximately how many tickets did you handle on an average day?
This is a full‑time, in‑office role in Cumming, GA (Monday–Friday). Please confirm your availability.
Briefly describe your IT support experience, including the type of environment(s) you supported (MSP, internal IT, service desk) and the level of issues you primarily handled (Tier 1, Tier 2, escalations, etc.).
Describe the most complex Microsoft 365 issue you personally resolved end to end without escalation. Include what was broken, how you diagnosed the root cause, and what ultimately fixed it.
Describe a ticket that was escalated to you because Tier 1 could not resolve it. What symptoms were reported, what troubleshooting had already been attempted, how you identified the root cause, and what ultimately resolved the issue?

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