Help Desk Engineer Tier 2 (MSP / ConnectWise)

Help Desk Engineer Tier 2 (MSP / ConnectWise)

Location: Plano, TX

Industry Focus: Hedge Funds and Financial Services

Role Type: MSP Support, Microsoft 365, Endpoints, Escalations

Position Summary

We are a fast growing cloud managed services and data analytics provider hiring a Help Desk Engineer Tier 2 to support hedge fund and financial services clients.

This role is built for someone who is past basic help desk support but not yet a full infrastructure engineer. You will handle Tier 1.5 and light Tier 2 issues across Windows workstations, Microsoft 365, Active Directory, Entra ID, Intune, conference rooms, endpoint troubleshooting, infrastructure alerts, and user access.

The right person will bring strong technical follow through, polished communication, and the ability to support high expectation users with urgency and professionalism.

Responsibilities

• Provide white glove support for end users, workstations, conference rooms, applications, peripherals, and managed IT resources

• Troubleshoot Windows 10 and Windows 11 issues including profiles, updates, performance, printers, mapped drives, VPN access, local applications, and multi monitor setups

• Administer Microsoft 365 users, mailboxes, licensing, distribution groups, shared mailboxes, Teams, SharePoint permissions, and OneDrive issues

• Support Active Directory and Entra ID tasks including user creation, group membership, password resets, MFA, access changes, workstation joins, and basic Group Policy troubleshooting

• Assist with Intune, endpoint management, device enrollment, compliance checks, application deployment support, and endpoint troubleshooting

• Monitor ticket queues, infrastructure alerts, endpoint security notifications, backup alerts, and system health checks

• Perform workstation deployments, inventory updates, routine maintenance, documentation cleanup, and client environment updates

• Escalate advanced server, cloud, networking, or security issues to senior engineers with complete technical context

• Support basic firewall, routing, wireless access point, connectivity, Azure, AWS, Conditional Access, endpoint security, vulnerability management, spam filtering, or DNS protection tasks as experience allows

Required Experience

• 2 to 3 years of IT support experience in a professional environment

• Experience working for an MSP or supporting multiple client environments is required

• Strong Windows 10 and Windows 11 troubleshooting experience

• Hands on Microsoft 365 administration experience across Exchange Online, Teams, SharePoint, OneDrive, and user management

• Experience with Active Directory, Entra ID, MFA, file permissions, group membership, and basic Group Policy support

• Exposure to Intune, endpoint management, device compliance, or mobile device management

• Working knowledge of Windows Server, file shares, print services, DNS, DHCP, VPNs, wireless, and basic network troubleshooting

• Strong ticketing, time entry, documentation, prioritization, and SLA awareness

• Professional communication skills for supporting financial services users

Compensation and Benefits

• 100% of individual health, dental, and vision premiums covered

• 40% of family premiums covered

• 15 days of flexible PTO from the start

• 401(k) with 4% match on a safe harbor plan

• $1,000 annual continued learning and development allowance

• Exposure to Microsoft cloud, endpoint management, infrastructure monitoring, implementation support, and financial services technology environments