Help Desk Technician – Tier 2 (MSP)

Bowman Williams; Arlington Heights (IL); Hybrid; USD 60,000 - 70,000; Full time

Job summary

Bowman Williams is looking for a skilled Tier 2 Help Desk Technician to join a growing MSP in Arlington Heights. This full-time role involves troubleshooting technical issues and supporting client needs in a fast-paced environment. Candidates should have experience in a multi-environment setup, with a focus on customer service and technical problem-solving abilities. The role offers a hybrid work model after a 90-day onboarding period, along with competitive salary and benefits.

Benefits

Medical insurance

Vision insurance

Dental insurance

Regular paid training

Monthly performance bonuses

Qualifications

• 2+ years of experience in an MSP environment supporting multiple systems.
• Hands-on knowledge of Windows Server 2016-2022 required.
• Familiarity with firewalls and switches, e.g., Fortinet, Ubiquiti.

Responsibilities

• Resolve escalated tickets related to systems, networking, and user support.
• Troubleshoot server issues, Office 365, and network devices.
• Support core infrastructure including Active Directory and DNS.

Skills

Customer Service

Communication

Troubleshooting

Windows OS

Networking

Education

CompTIA A+ Certification

Network+ Certification

Microsoft Certification

Tools

Microsoft 365

Active Directory

RMM tools

Job description

This range is provided by Bowman Williams. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$60,000.00/yr - $70,000.00/yr

Additional compensation types

Annual Bonus

Direct message the job poster from Bowman Williams

Senior Business Operations Manager & Cloud Recruiter at Bowman Williams

We’re a rapidly growing MSP serving clients throughout the Chicagoland area, known for competitive offers, a people-first culture, and consistent year-over-year growth. As part of a national network of technicians, we combine local focus with deep technical bench strength—and we're hiring a well-rounded Tier 2 Help Desk Technician to join our team.

In this Level 2 role, you'll handle escalated support, systems administration, and client-facing technical work. It’s ideal for someone confident working across Windows environments, networking gear, and end-user systems, who thrives in a fast-paced MSP setting. This is a full-time position with onsite work required in Arlington Heights for the first 90 days, followed by a hybrid model (roughly 50% in office, 50% remote).

Daily Responsibilities:

• Resolve escalated tickets related to systems, networking, and end-user support
• Handle provisioning, workstation setup, and new user onboarding
• Troubleshoot server issues, Office 365, network devices, and antivirus tools
• Support core infrastructure (Active Directory, DNS, DHCP, file/print services)
• Perform hardware diagnostics and upgrades, both remotely and on-site
• Use RMM tools and documentation platforms to manage and log work efficiently

Required Experience:

• 2+ years of experience supporting multiple environments in an MSP
• Proficiency with modern Windows OS (10/11), macOS, and Microsoft 365
• Hands-on knowledge of Windows Server 2016–2022 and Active Directory
• Familiarity with firewalls, switches, and access points (Fortinet, Ubiquiti, etc.)
• Experience with RMM/PSA tools like Kaseya and Autotask (or similar)
• Clear communicator with a strong customer service mindset
• Valid driver's license and reliable transportation for onsite visits
• Certifications like CompTIA A+, Network+, or Microsoft preferred

Salary and Benefits:

• Medical, vision, and dental insurance
• Hybrid WFH after 90 onboarding period (50% home, 50% in office)
• Monthly performance bonus (up to $6k per year)
• Regular paid training

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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Inferred from the description for this job

Medical insurance

401(k)

Vision insurance

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