What are the responsibilities and job description for the Tier 2 Tech / Service Desk Supervisor In Training position at Computer Corner - Albuquerque?
Title: Tier 2 MSP Technician & Service Desk Supervisor in Training
Compensation: $27/hr OR $56,160/yr W-2, Non-Exempt
Note: This role follows an internal apprenticeship schedule designed to grow you into a Service Desk Supervisor. The program is structured on an 18-month timeline broken into three 6-month phases. With each phase, as long as you're demonstrating competency in the areas outlined in the apprenticeship plan, you'll be eligible for a predetermined pay increase upon graduating the level with a max pay of $29/hr.
Starting Pay: $27/hr
Phase 2: $28/hr
Phase 3/Team Lead: $29/hr
Schedule: Full-Time | Monday – Friday | 8AM – 5PM MST
Location: On-Site in Albuquerque, NM (Jefferson & I-25)
Reports To: Operations Manager (initially) and President (Phase 3)
Our Core Values & Culture
At Computer Corner, we're tech-loving troubleshooters who believe in Customer Service First, then Technical Expertise-because a friendly, helpful attitude matters as much as skills. We value excellence, responsiveness, and honesty in every interaction, and we celebrate wins big and small.
We're looking for an experienced Tier 2 Technician who's ready for the next step: growing into a Service Desk Supervisor. If this sounds like you, check out our internal apprenticeship plan at https://www.abqtechjobs.com/.
What You'll Be Doing
Tier 2 Technical Support (60%)
- Solve complex helpdesk tickets across networking, firewalls, Microsoft 365, security tools, and RMM platforms.
- Provide thorough documentation, ensuring issues are resolved or escalated appropriately.
- Support Tier 1 technician with informal coaching and guidance on best practices.
Success Metric:
- 95% SLA compliance on personal tickets
- 0 hours per day attributable to service tickets.
- 100% of tickets are acknowledged by end of every business day.
Tech Stack Mastery & Deployment (15%)
- Become an expert in our MSP toolset-independently install, configure, and administer each tool in our tech stack.
- Ensure tools are fully deployed, configured correctly, and actively monitored across all client environments.
- Lean heavily on our Sr. Network Engineer and our partner MSSP when escalations are required to resolve issues or optimize deployments.
Success Metrics:
- Completed onboarding training for 100% of our technical tool stack within first 6 months.
- Time spent on Tools will be recorded in the 5.0 hours attributed to tickets in the first core job function.
Service Desk Supervisor Apprenticeship (25%)
- Learn how service boards, SLA compliance, and backlog management are handled day-to-day.
- Begin clearing service boards and updating tickets under Operations Manager oversight, with the expectation of owning this process fully as you grow.
- Assist with and then lead service huddles, coordinating priorities across the team.
- Provide informal coaching to Tier 1s, helping them improve ticket documentation, technical skills, and SLA compliance.
Success Metrics:
- Clears boards daily with <5% backlog outside SLA; becomes 100% responsible for clearing boards by Month 7.
- Runs at least 4 service huddles per month by Month 6; leads daily service huddles independently by Month 12.
- Contributes to at least 2 SOPs/week (create, test, QA).
- Establishes weekly 1:1s and runs them independently by Month 12.
What We're Looking For
- 3–5 years of MSP Tier 2 Technician experience.
- Strong troubleshooting skills across firewalls, Microsoft 365 tenant management, SharePoint, RMM tools, and security platforms.
- Knowledge of IT applications, processes, software, and equipment
- Working Knowledge of SMB Firewall Technologies, e.g., SonicWALL (preferred) and Fortinet style firewalls.
- Understanding of support tools, techniques, and how technology is used to provide IT services, specifically ITIL principles.
- Detail-oriented - you love clean boards, accurate SLA reporting, and building SOPs.
- Natural mentor - you enjoy helping Tier 1s develop.
- Hungry for growth - excited to step into leadership responsibilities.
Why You'll Love Working with Us
- Health, dental, and vision insurance – Stay healthy while you grow.
- Simple IRA with 3% company match – Free money for future-you.
- Paid time off & holidays – 8 PTO days 7 paid holidays.
- Employee discount on tech gear – Nerd perks!
- Paid trainings & certifications – We'll invest in your growth.
- Culture of fun – Birthdays, barbecues, and the occasional field trip.
Career Path at Computer Corner
Start as a Tier 2 Technician, taking ownership of boards, SOPs, and escalated tickets. As you demonstrate consistency, you'll step into a Team Lead role, mentoring Tier 1s, leading service huddles, and owning SLA/backlog reporting. Along the way, you'll be mentored by our Sr. Network Engineer (advancing your technical skills) and by our President (advancing your leadership skills) . From there, doors open to Service Delivery Manager and higher leadership opportunities, as you help the company achieve its growth goals.
Ready to Join the Team?
Here's how we hire:
- Apply online – Send us your resume.
- Complete the ALL IN Assessment (35 min).
- Virtual "Get to Know Each Other" Interview (20 min).
- In-Person Deep Dive Interview (2 hours).
- Team Shadow Day – Experience a "Day in the Life" with us. ($100 flat rate for half day)
Salary : $56,160
