What are the responsibilities and job description for the Help Desk Technician Level 2 (MSP) position at Bowman Williams?
OVERVIEW
We are a family-owned Managed Services Provider hiring a Service Desk Specialist Level 2 to support small and mid-sized business clients across multiple environments.
This role is ideal for someone with MSP experience who has moved beyond basic help desk support and is ready to continue building a stronger Tier 2 skill set. You will support Microsoft 365, Exchange Online, Active Directory, Entra ID, basic networking, endpoints, business applications, and client troubleshooting in a fast-paced service desk environment.
RESPONSIBILITIES
- Monitor and respond to service desk tickets in a timely manner
- Provide support for Microsoft Office, Outlook, Microsoft 365, hardware, software, and business applications
- Troubleshoot end-user issues by phone, remote tools, and ticketing systems
- Support Microsoft 365, Exchange Online, Active Directory, Entra ID, and basic Group Policy tasks
- Troubleshoot basic LAN/WAN, connectivity, Wi-Fi, VPN, and endpoint issues
- Configure and troubleshoot workstations, thin clients, iPads, mobile devices, and other endpoint hardware
- Assist with Intune-based mobile device and endpoint support
- Use PSA and RMM tools to manage tickets, time entries, documentation, and follow-up
- Identify recurring user issues and help document long-term fixes
- Create and maintain documentation, FAQs, troubleshooting notes, and resolution steps
- Escalate complex issues internally or with vendors such as Microsoft and Dell when needed
REQUIRED EXPERIENCE
- Experience working for a Managed Service Provider or supporting multiple SMB client environments
- 2 years of recent service desk, help desk, or IT support experience
- Microsoft 365 and Exchange Online administration experience
- Experience with Active Directory, Entra ID, users, groups, permissions, and basic Group Policy
- Basic LAN/WAN troubleshooting experience
- Experience supporting Microsoft Office, Outlook, business applications, and endpoint hardware
- Familiarity with Windows Server, routers, switches, firewalls, VoIP, or IP-based environments
- Strong communication skills, documentation habits, and client-service mindset
- Ability to work with urgency while keeping tickets, time entries, and client updates accurate
BENEFITS
- $60,000 – $70,000 salary
- Health, Dental, and Vision Insurance 100% covered by company
- 401(k) with company match
- Generous PTO
- Bi-annual performance-based bonuses
- Profit Sharing
- Certification reimbursement
- Paid certifications and performance goal plan
Salary : $60,000 - $70,000