Help Desk Technician Level 2

Managed Service Provider (MSP) Level 2 Help Desk Technician

Reports To:

The MSP Service Desk Technician will report to the Service Delivery Manager.

THIS IS AN IN-OFFICE POSITION 5 DAYS PER WEEK TO WALLINGFORD, CT.

Job Overview:

We are seeking a skilled Level 2 Help Desk Technician to join our Managed Services Provider (MSP) team. This role is ideal for someone with a strong technical foundation and 2–4 years of experience in IT support, within an MSP environment. MSP EXPERIENCE PREFERRED. Level 2 technicians handle escalated issues, perform advanced troubleshooting, and contribute to continuous improvement initiatives.

You will provide high-quality remote and occasional onsite support to clients, assist with onboarding new users and systems, and play a critical role in resolving more complex tickets. This position requires strong problem-solving skills, technical depth, and a client-focused mindset.

Our MSP Service Desk Technicians are responsible for maintaining user uptime and improving their computing experiences through effective remote monitoring, maintenance, problem identification, and resolution activities. They also grow and develop our brand perception with existing customers through exceptional customer service. Candidates must be energetic and focused, motivated to learn new technologies, as well as management and maintenance processes. This position requires dedication, persistence, follow-up, effective utilization of provided resources, and unbeatable customer service.

Accountabilities include identifying user problems and working within structured problem management and resolution processes to remediate them within established Service Level Agreements (SLAs). This involves collaborating with other resources and vendors to deliver effective support services.

Responsibilities and Duties

Technical Support:

• Act as an escalation point for Level 1 technicians, resolving complex hardware, software, and network issues.
• Troubleshoot and support:
• Microsoft Office 365 (license assignment, shared mailboxes, Teams issues, email flow)
• Active Directory and Entra ID (group policies, permissions, account lockouts)
• Endpoint protection, printers, VPNs, and cloud storage solutions
• Advanced workstation, mobile device, and OS issues (Windows/macOS)
• LAN/WAN connectivity, DHCP, DNS, routing, VLAN tagging, firewall rules (basic)
• Implement and support onboarding processes for new users and systems.
• Perform remote and occasional onsite support, including deployments and hardware swaps.
• Use RMM tools to monitor alerts, push scripts, and ensure endpoint patch compliance.
• Ability to multitask
• Solid understanding of network and server technology: DHCP, DNS, Hardware, Routing, Event Logging, etc
• Other responsibilities include participating in ongoing training and attaining manufacturer and industry certifications.

Client Communication:

• Deliver timely and professional communication with end users and client stakeholders.
• Communicate technical solutions in user-friendly language.
• Maintain ownership of escalated issues through resolution and ensure proactive updates are provided.

Ticketing and Documentation:

• Accurately update tickets in AutoTask or similar PSA with issue details, steps taken, and resolutions.
• Document recurring issues and contribute to knowledge base updates.
• Adhere to Service Level Agreements (SLAs) for response and resolution times.

Remote Management and Monitoring (RMM):

• Utilize our remote monitoring and management (RMM), professional services automation (PSA) solutions, and other service-specific tools and technologies to deliver remote user support services.
• Perform routine system checks and updates as needed.

Hardware and Software Management:

• Assist with installing, configuring, and maintaining hardware and software solutions.
• Assist in imaging, configuring, and deploying desktops, laptops, and mobile devices.
• Support device lifecycle management and maintain inventory accuracy.
• Coordinate with vendors for RMAs or warranty services.
• Ensure that software licenses and hardware warranties are up-to-date.

Team Collaboration:

• Support Level 1 team through coaching and informal mentorship.
• Collaborate with senior technicians, engineers, and vCIOs on projects and escalations.
• Participate in internal training and contribute to documentation and process improvement.

Qualifications

Experience:

• 2–4 years of help desk or IT support experience in an MSP environment.
• Demonstrated experience managing escalations and working in a client-facing support role.
• Certifications
• CompTIA A and Network or equivalent required.
• Microsoft 365 Certified: Modern Desktop Administrator or similar preferred.
• Additional vendor certifications (Fortinet NSE, Cisco CCNA, etc.) are a plus.

Technical Skills

Strong knowledge of:

• Microsoft 365 (Exchange, SharePoint, Teams, Intune)
• Active Directory, Group Policy, Entra ID (Azure AD)
• Ticketing (AutoTask/ConnectWise) and RMM tools (NinjaOne, Kaseya, etc.)
• Basic networking (DHCP, DNS, subnets, firewalls, VPN tunnels)
• Experience supporting remote desktop services, virtual machines, or cloud infrastructure is a plus.

Soft Skills:

• Exceptional communication and problem-solving skills.
• Ability to work independently while coordinating with a larger team.
• Organized, detail-oriented, and able to prioritize in a dynamic environment.
• Commitment to customer satisfaction and continuous improvement.

Other Requirements:

• Valid driver’s license and reliable transportation. This is a full-time in-office position.
• Ability to pass background check and drug screening.
• Willingness to participate in on-call rotation (includes evenings and weekends).

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

Application Question(s):

• Are you willing to take a drug test?
• Are you willing to go through a background check?
• Are you located in Connecticut?
• Are you willing to commute daily?

Language:

• English (Required)

Ability to Commute:

• 5 Days Per Week to Wallingford, CT 06492 (Required)