What are the responsibilities and job description for the Service Desk Technician Tier 2 (MSP) position at Bowman Williams?
Since 1988, we have built our reputation on providing high level service across the Mid-Atlantic. We aren't just looking for someone to close tickets. We need a polished, high-level technician to support end users across a wide range of environments while ensuring a high-quality client experience.
This is a highly visible role that offers a unique blend of autonomy and support. You will operate as a key resource onsite while staying fully integrated with our broader service organization.
If you are a Tier 2 professional who thrives when working independently and enjoys building real relationships with the people you support, this is the seat for you.
The Impact You’ll Make
- Technical Troubleshooting: You’ll resolve Tier 2 issues involving Microsoft 365, Entra ID, Intune, and Windows environments without needing constant escalation.
- Infrastructure Support: From handling basic networking and SonicWall firewalls to managing device policies and conditional access, you will ensure the client's environment stays secure and functional.
- Documentation & Ownership: You’ll maintain high standards for documentation within our PSA/RMM tools and take full ownership of the client experience from start to finish.
What We Are Looking For
- MSP Background: You must have 2 to 4 years of experience in a fast-paced MSP environment. We need someone who understands how to manage multiple priorities simultaneously.
- Cloud & Endpoint Mastery: Strong hands-on experience with Microsoft 365, Entra ID, and Intune, including device policies and conditional access.
- Networking Fundamentals: A solid working knowledge of LAN/WAN, firewalls, and VPNs.
- The "Consultant" Mindset: You are professional, dependable, and confident interfacing with stakeholders. You’re the type of person who takes initiative rather than fading into the background.
The Perks
- Compensation: Salary range between $55,000 and $65,000 depending on your experience level.
- Bonuses: We offer both bi-annual performance bonuses and an annual profit-sharing bonus.
- Growth & Training: We invest heavily in our team through paid training and certification support to help you move up the ladder.
- Full Benefits: Comprehensive health, dental, and vision coverage, plus a 401(k) with a company match and profit-sharing.
Salary : $55,000 - $65,000