What are the responsibilities and job description for the Mid Level IT Support and Cloud Technician position at Secure ITnet?
Company Overview
SECURE ITnet is a Minnesota‑based Managed Service Provider specializing in Microsoft 365, AI, cybersecurity, and modern IT solutions for small and mid‑sized businesses.
In addition to our core MSP services, we have a growing AI practice focused on helping clients adopt and secure AI tools, automation, and Microsoft Copilot–based solutions. Our work blends traditional MSP support with project‑based initiatives, giving our technicians exposure to both day‑to‑day operations and forward‑looking technology.
Overview
We’re looking for a Mid‑Level (Tier 2) IT Support Technician who enjoys variety, learning new technologies, and working in an environment that’s evolving beyond “basic helpdesk IT.” This role combines Tier 2 MSP support with opportunities to assist on AI‑related and modernization projects. If you thrive in a fast-paced environment and are passionate about technology, we want to hear from you!
Core Responsibilities
- Handle Tier 2/3 escalations from the service desk
- Own tickets end‑to‑end and work directly with clients
- Administer and support Microsoft 365 (Entra ID, Exchange Online, SharePoint, Teams)
- Manage endpoints using Intune and RMM tools
- Perform backup, restore, and recovery tasks
- Troubleshoot network and firewall issues (basic to intermediate)
- Participate in on‑call rotation (shared and compensated)
- Create clear, accurate technical documentation
Project & AI‑Focused Work
- Assist with project‑based work, including:
- Microsoft 365 migrations and improvements
- Security hardening and modernization
- AI readiness and adoption initiatives
- Support clients using AI tools such as:
- Microsoft Copilot
- Workflow automation and process improvements
- Help test, document, and support emerging AI and automation solutions as our practice grows
You do not need to be an AI expert today — curiosity and willingness to learn are key.
Required Experience
- 2–5 years of professional IT support experience
- MSP experience strongly preferred
- Solid Microsoft 365 administration experience
- Windows 10/11 support experience
- Strong troubleshooting and customer service skills
- Ability to work independently and manage priorities
Nice‑to‑Have Skills
- Microsoft certifications (MS‑900, SC‑900, AZ‑104, etc.)
- Security experience (MFA, Conditional Access, Defender)
- Firewall experience (Fortinet, Meraki, Sophos, etc.)
- Interest in AI, automation, or modern workplace technology
Pay: $55,000.00 - $65,000.00 per year
Benefits:
- Employee discount
- Health insurance
- Paid time off
- Professional development assistance
- Referral program
Experience:
- Cloud security: 2 years (Preferred)
- Help desk: 2 years (Required)
- AI: 1 year (Preferred)
Work Location: In person
Salary : $55,000 - $65,000