IT Help Desk Technician Tier 2 (MSP/ConnectWise) Overview:

We are a niche Cloud and Managed Services Provider that primarily caters to the medical vertical. We are hiring in response to winning new business, onboarding new clients more frequently, and investing back into our team. This is a full-time, permanent position offering full benefits, growth opportunities, and the ability to touch a variety of technologies.

The IT Help Desk Technician Tier 2 (MSP/ConnectWise) is a critical role within our MSP, responsible for resolving more complex issues that have been escalated from Level 1 support. This position requires a deeper technical understanding, excellent problem-solving skills, and the ability to communicate effectively with both clients and team members.

The IT Help Desk Technician Tier 2 (MSP/ConnectWise) requires previous MSP experience.

IT Help Desk Technician Tier 2 (MSP/ConnectWise) Responsibilities:

  • Provide second-level technical support for issues escalated from Level 1, ensuring timely and efficient problem resolution.
  • Troubleshoot software, hardware, and network issues, including but not limited to operating systems, business applications, printing systems, and email.
  • Perform detailed analysis of complex technical problems, offering long-term solutions when possible.

IT Help Desk Technician Tier 2 (MSP/ConnectWise) Technologies:

  • ConnectWise or similar MSP tools such as Autotask, Kaseya, Ninja, etc.
  • Proficiency in Windows Desktop and Server management.
  • Strong understanding of Microsoft Active Directory, DNS, DHCP, VLANs.
  • Experience with virtualization technologies (VMware, Hyper-V).
  • Working knowledge of routing, firewalls, and security devices.
  • Experience supporting Azure Entra ID with Intune being a plus

IT Help Desk Technician Tier 2 (MSP/ConnectWise) Benefits:

  • Health Insurance
  • PTO
  • 401(k) with company match
  • Certification reimbursement
  • Guaranteed annual reviews