L2 Service Desk IT Technician

Company Overview

InTech Solutions, Inc. dba CompliancyIT, is a fast-growing IT Services, Security, and Compliance Company with primary operations out of Greensburg, PA and Front Royal, VA. At CIT, we empower businesses with secure, compliant, and high-performing IT environments. Through strategic infrastructure services and compliance-focused support, we help our clients meet evolving regulatory requirements (CMMC, ISO 27001, NIST 800-171) while achieving their business objectives. As we grow and integrate newly acquired teams, we are committed to excellence, agility, and continuous improvement.Our Massive Transformative Purpose is to create an environment where awesome people join to do meaningful work to grow personally and professionally and to believe in themselves. Our meaningful work is assessing, securing, maintaining, and configuring IT infrastructure, cloud platforms, servers, and computers. We use our guiding Principles to make decisions and determine what action to take. We are a tight knit team with high visibility and accountability. We specialize in providing CMMC Compliance services for businesses in the Defense Industrial Base.

Our 3 Non-Negotiables are: Security is Paramount, Detailed Documentation, Excellence in Communication.

And we align to our 5 company Principles:

1. Trust in Radical Truth and Radical Transparency

2. CIT is the Team and the Clients

3. Get and Stay Aligned

4. Learn, Test, Iterate.

5. Manage the Organization Through Systems and Processes

Mission of the Position

The mission of the Level 1 Technician is to provide outstanding frontline technical support to our Clients by resolving basic IT issues, triaging tickets, escalating complex problems appropriately, and ensuring every client interaction reflects our values of excellence, clarity, and care. This technician follows established systems and processes, maintains detailed documentation, and embodies a hunger to learn, grow, and serve. You’re often the first impression clients have of our Service Delivery Team — you’re professionalism, responsiveness, and a service mindset are essential.

Key Criteria/Requirements

• Prior experience in a customer-facing role (helpdesk, retail tech support, call center, etc.)
• Basic understanding of IT systems: Windows OS, Office 365, networking fundamentals, wireless technologies, printers, etc.
• Demonstrated ability to troubleshoot common technical issues (e.g., printer, email, connectivity)
• Experience following documented procedures or checklists to perform work
• Strong verbal and written communication skills
• Comfortable on the phone and able to explain things to non-technical users
• Valid driver's license and ability to travel onsite for hardware installation or support
• Able to lift and set up hardware (e.g., desktop PCs, monitors, networking equipment)
• Types at least 40 words per minute
• Demonstrated ability to learn new technologies and follow structured training
• Self-motivated and dependable, with a strong work ethic
• Able to work collaboratively and independently within a structured and process-driven team
• Collaborative mindset: will participate in daily team huddles and ongoing mentorship
• Familiarity with ticketing systems and remote support tools a plus (e.g., ConnectWise, Autotask, RMM tools)

Job Description — Level 2 Technician
We are seeking a skilled and motivated Level 2 Technician to join the CompliancyIT Service Delivery Team. This role is ideal for someone who has hands-on IT experience, thrives in a structured, highly-accountable environment, and is ready to take ownership of more complex issues, projects, and escalations. As a Level 2 Technician, you will work closely with our clients and internal teams to diagnose and resolve advanced technical problems, support secure and compliant IT environments, and ensure every interaction reflects our commitment to security, documentation, and excellent communication. You’ll be a critical part of ensuring our clients stay secure, productive, and aligned with regulatory frameworks such as CMMC, NIST 800-171, and ISO 27001 — while also helping mentor Level 1 Technicians and reinforcing best practices across the team.

What You’ll Do

• Serve as an escalation point for Level 1 Technicians and resolve intermediate to advanced support tickets
• Troubleshoot complex issues involving Windows workstations, servers, networking, authentication, and cloud services
• Configure, maintain, and support Microsoft 365, Azure/Entra, devices, and related security controls
• Assist with implementation projects (migrations, hardware deployments, system upgrades, security tools)
• Perform root-cause analysis and document corrective actions to prevent repeat issues
• Follow and improve documented procedures, runbooks, and checklists
• Maintain accurate, detailed ticket notes and asset documentation
• Communicate clearly with clients about status, impact, timelines, and next steps
• Identify risks, unusual activity, or security concerns and escalate appropriately
• Participate in on-call or after-hours work when needed for maintenance or emergencies
• Support continuous improvement by sharing lessons learned, suggestions, and feedback
• Model professionalism and help coach Level 1 team members when appropriate

What You Bring

• 2–4 years of hands-on IT support experience (MSP experience strongly preferred)
• Strong troubleshooting skills across Windows OS, networking, and Microsoft 365
• Experience with Active Directory/Entra, DNS, DHCP, Group Policy, and basic server roles
• Working knowledge of firewalls, VLANs, VPN, and wireless technologies
• Familiarity with backup solutions, patch management, and endpoint security tools
• Ability to independently manage priorities while following structured processes
• Excellent written and verbal communication skills — clear, thorough, and professional
• Strong documentation habits and attention to detail
• Customer-focused mindset with patience and empathy
• Demonstrated commitment to learning and continuous improvement

If you're ready to kickstart your career in cybersecurity compliance and technology, we invite you to apply today at CompliancyIT! Please provide your resume and a brief cover letter explaining why you think you'd be a good fit for the position, and salary requirements. Join us in securing critical infrastructure locally and across the US.

Job Type: Full-time

Pay: $38,000.00 - $45,000.00 per year

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance

Experience:

• MSP: 2 years (Required)

License/Certification:

• Driver's License (Required)

Location:

• Greensburg, PA 15601 (Required)

Work Location: In person

Salary : $38,000 - $45,000