Level 2 Helpdesk Support - Remote

Overview

The Level 2 Helpdesk Support role involves providing advanced troubleshooting and support for various client infrastructures, ensuring efficient operation of IT services.

In Short

• Serve as an escalation point for Level 1 helpdesk.
• Support client infrastructure including Windows desktops and servers.
• Manage issues related to Active Directory and Microsoft 365.
• Troubleshoot network devices including firewalls and routers.
• Provide support for cybersecurity tools.
• Document all work in the PSA system.
• Occasional onsite client support in Dallas/Fort Worth.
• Work from home setup.
• Night shift schedule.
• Competitive compensation and benefits.

Requirements

• 2+ years of IT support experience, preferably in an MSP environment.
• Strong knowledge of Windows 10/11 and Windows Server.
• Proficiency with Microsoft 365 administration.
• Experience troubleshooting LAN/WAN and firewalls.
• Familiarity with RMM and PSA tools.
• Excellent troubleshooting and problem-solving skills.
• Strong written and verbal communication skills.
• Customer-first mindset.
• Microsoft and CompTIA certifications are preferred.
• Knowledge of security frameworks is a plus.

Benefits

• HMO Day 1 + FREE dependent coverage.
• Attendance bonus and paid time offs.
• Company-provided work setup.
• Training and career growth opportunities.
• Supportive team culture.