What are the responsibilities and job description for the Help Desk Technician Level 2 (MSP | Azure) position at Bowman Williams?
Overview
We are a growing Cloud and Managed Services Provider hiring a Help Desk Technician Level 2 to support SMB clients across New York and New Jersey. This role is ideal for someone with MSP experience who has moved beyond basic Level 1 support and is ready for more exposure to Microsoft 365, Windows Server, networking, backups, security tools, and light project work.
This position has a predictable weekly schedule: three days onsite supporting a major New Jersey client and two days in our New York office working directly with the engineering team. You will provide hands-on support, assist with escalations, help maintain documentation, and contribute to small projects involving workstations, servers, and network upgrades.
Responsibilities
- Provide Level 2 support for end users both remotely and onsite
- Troubleshoot Windows desktops, Microsoft 365, applications, hardware, and connectivity issues
- Assist with Windows Server, Active Directory, Group Policy, and user administration tasks
- Monitor RMM alerts, backup alerts, and support tickets to ensure timely resolution
- Assist with workstation, server, and network upgrade projects
- Support Microsoft 365 administration, SharePoint Online, Azure, and AVD-related issues
- Troubleshoot basic networking issues involving switches, firewalls, wireless, and VPNs
- Help maintain documentation, knowledge base articles, and troubleshooting notes
- Collaborate with the engineering team on escalations and light project work
Required Experience
- Experience working for a Managed Service Provider
- 2–4 years of help desk, desktop support, or IT support experience
- Strong experience supporting Windows desktops and Microsoft 365
- Experience with Active Directory user administration, permissions, and basic Group Policy
- Familiarity with Windows Server support and troubleshooting
- Basic networking knowledge including DNS, DHCP, VPNs, wireless, and connectivity troubleshooting
- Exposure to backups, RMM tools, ticketing systems, or endpoint security tools
- Strong communication skills and a client-focused approach
Benefits
- Health, Dental, Vision, Life, and Disability Insurance
- 100% employer-paid health care premiums
- Profit Sharing (5% - 10% of salary annually)
- 401(k) Retirement Plan
- Flexible Spending Account
- Commuter / Transit Reimbursement
- Mobile Plan Reimbursement
- Vacation, Personal, and Parental Leave
- Professional Development Assistance
Salary : $65,000 - $75,000