What are the responsibilities and job description for the Help Desk Technician Level 2 – Managed Services position at Bowman Williams?
Help Desk Technician Level 2 – Managed Services
Location: Durham, NC (Onsite – 5 days per week)
Salary: $50,000 – $60,000 5% Performance Bonus
Overview
We are a growing Managed Services Provider hiring a Level 2 Help Desk Technician to support one of our most important client environments onsite in Durham. This role is ideal for someone who already has experience working in an MSP environment and is comfortable handling escalations, working independently, and supporting users beyond basic Level 1 tasks.
You will step into a role where you are trusted to troubleshoot real technical issues, manage Active Directory tasks, and support networking and infrastructure needs while working directly with end users. This is a strong fit for a technician who has moved beyond entry-level support and is ready to operate confidently at the Tier 2 level.
Responsibilities
- Provide white-glove technical support for end users, workstations, and conference room technology
- Serve as the primary onsite IT resource supporting daily user and system needs
- Troubleshoot Windows 10 and 11 systems, applications, and connectivity issues
- Create and manage users, groups, and permissions in Active Directory and Entra ID
- Monitor and respond to support tickets in accordance with SLAs
- Assist with implementation projects and system rollouts
- Troubleshoot network connectivity issues and escalate when necessary
- Configure basic firewall rules and support network-related tasks
- Work closely with infrastructure and service teams to maintain reliable system performance
Required Experience
- Experience working for a Managed Service Provider (MSP)
- 2–3 years of IT support experience in a ticket-driven environment
- Experience supporting Windows 10 and 11 environments
- Experience administering users and permissions in Active Directory
- Experience with Microsoft Entra ID or hybrid environments
- Exposure to networking fundamentals (DNS, DHCP, VPN, firewall rules)
- Strong troubleshooting skills with desktop and user support issues
- Ability to work independently in an onsite, client-facing role
Benefits
- 100% employer-paid health, dental, and vision coverage for employees
- 40% employer contribution toward family coverage
- 15 days of flexible PTO starting on day one
- 401(k) with 4% company match
- $1,000 annual budget for training and professional development
Salary : $50,000 - $60,000