IT Helpdesk Technician (Tier 2; Networking & M365 Exp. Req.)

twiceasnice Recruiting; Akron (OH); Hybrid; USD 50,000 - 65,000; Full time

Benefits offered by this job

Medical

Vision

Dental

401k

Holidays

PTO

Paid Certification and Training

Compensation Growth ThroughCerts

Job summary

twiceasnice Recruiting is seeking an IT Support Technician (Tier 2) in Akron, OH. The role blends end-user support with more advanced systems troubleshooting, including Microsoft 365, AD, and network issues. Onsite training is required for 3–6 months, after which hybrid work is available.

The team emphasizes growth, certification support, and employee well-being. The position offers full-time hours, standard M-F workdays, with a strong work-life balance.

Qualifications

• 3+ years of IT support experience required.
• Experience with Windows Server, AD, and policy management.
• Strong problem-solving and diagnostic skills.
• Excellent verbal and written communication abilities.

Responsibilities

• Provide technical support via phone, email, and ticketing system.
• Troubleshoot Microsoft 365, Windows, server and networking issues.
• Administer AD, Group Policy, DNS, and DHCP.
• Manage user accounts, permissions, security groups, and access.
• Configure workstations, laptops, mobile devices, and accounts.
• Support onboarding, offboarding, and workstation deployments.
• Troubleshoot VPN, firewall, printer, and connectivity issues.
• Respond to security incidents and alerts.
• Communicate with clients during issue resolution.
• Document ticket activity and collaborate with senior engineers.

Skills

IT support

Troubleshooting

Documentation

Communication

Customer service

Education

High school diploma or equivalent

Tools

Microsoft 365

Active Directory

Group Policy

DNS/DHCP

VPN & Firewalls

Job description

Location: Akron, OH; Hybrid Flexibility after 3-6 months

Benefits: Medical, Vision, Dental, 401k, Holidays, PTO, Paid Certification and Training Programs, Compensation Growth Through Certifications

Job Type: Full-Time

Typical Hours: M-F, 8am-5pm Great Work/Life Balance!

Sponsorship is not available

Our client, a growing MSP, is seeking IT Support Technicians (Tier 2) to join their team in Akron. You'll spend about 75% of your time supporting end users and resolving tickets, with the remainder focused on troubleshooting systems, servers, networking, and security issues. We are looking for someone who enjoys both sides of the role: helping users while also solving more complex technical problems. This is more than traditional Help Desk work, with the opportunity to independently troubleshoot Microsoft 365, Active Directory, Group Policy, Windows Server, DNS/DHCP, networking, and security issues beyond basic password resets and workstation support. Whether you've worked in an MSP environment or an internal IT department, they're looking for someone who enjoys variety, wants to continue developing their technical skillset, and is hungry to grow. The company invests heavily in employee development, including paying for certifications and rewarding employees financially as they build their technical skillset. This is an opportunity to join a stable team with excellent tenure, true work/life balance, flexibility when needed, and a leadership team that prioritizes employee well-being over burnout.

Hybrid Schedule: Onsite training is required for the first 3 to 6 months. Once fully ramped up, employees have the flexibility to work from home a couple of days per week.

• Provide technical support via phone, email, and ticketing system
• Troubleshoot Microsoft 365, Windows, server, and networking issues
• Administer Microsoft 365, Active Directory, Group Policy, DNS, and DHCP
• Manage user accounts, permissions, security groups, and access
• Configure workstations, laptops, mobile devices, and user accounts
• Support employee onboarding, offboarding, and workstation deployments
• Troubleshoot VPN, firewall, printer, and connectivity issues
• Respond to cybersecurity incidents and security alerts
• Communicate directly with clients throughout issue resolution
• Document ticket activity and collaborate with senior engineers
• 3+ years of IT support experience required
• Windows Server, Active Directory, and Group Policy experience required
• Microsoft 365 administration and troubleshooting required
• Network troubleshooting experience including VPNs, firewalls, and switches required