IT Support Specialist - Manchester, CT

MissionHires; Manchester (CT); On-site; USD 60,000 - 80,000; Full time

Job summary

MissionHires is seeking a Tier 2 IT Support Specialist in Manchester, Connecticut, to provide advanced troubleshooting and support in a fast-paced environment. Ideal candidates should have strong RMM experience, excellent customer service skills, and familiarity with specialized applications in the dental industry.

Responsibilities include diagnosing hardware/software issues, maintaining user accounts in Active Directory, and mentoring Tier 1 staff. This role offers a dynamic opportunity for growth and development in the IT support field.

Qualifications

• 2–4 years of experience in IT support or help desk roles.
• Experience in a Managed Service Provider (MSP) environment is highly desirable.
• Understanding of network protocols, firewall management, VPN technologies.

Responsibilities

• Diagnose and resolve complex hardware, software, and network issues.
• Perform root-cause analysis to prevent recurring incidents.
• Manage and maintain user accounts and security policies in Active Directory.

Skills

RMM experience (e.g., Datto)

Customer service

Network protocols

Active Directory

Windows and macOS support

Education

Bachelor’s degree in Information Technology or related field

Certifications: CompTIA A+, Network+, Security+, MCP

Tools

Microsoft 365

Azure AD

Backup and disaster recovery tools

Job description

MissionHires is seeking a Tier 2 IT Support Specialist to deliver advanced troubleshooting, system administration, and network support across Windows/macOS, Microsoft 365, Active Directory/Azure AD, and MSP environments. You will drive root-cause analysis, optimize network performance, mentor Tier 1 staff, and collaborate with vendors and Level 3 engineers while maintaining rigorous documentation and contributing to process improvements. Ideal candidates bring strong RMM experience (e.g., Datto), excellent customer service, and familiarity with dental industry applications.

Responsibilities

• Diagnose and resolve complex hardware, software, and network issues requiring deep technical expertise
• Perform root-cause analysis to prevent recurring incidents
• Manage and maintain user accounts, permissions, and security policies in Active Directory and Microsoft 365
• Support and execute backup processes, disaster recovery procedures, and system restorations
• Troubleshoot connectivity issues across VPNs, DNS, DHCP, VLANs, firewalls, WiFi access points, and switching infrastructure
• Assist in configuring and optimizing network equipment for reliable performance
• Maintain detailed and accurate records of support requests, resolutions, and system changes
• Contribute to internal knowledge bases, SOPs, and continuous improvement initiatives
• Support and mentor Tier 1 Help Desk staff and provide technical escalation assistance
• Coordinate with third-party vendors, MSP partners, and Level 3 engineers to resolve advanced issues
• Prioritize and manage ticket queues to ensure timely resolution
• Potentially oversee daily help desk operations or act as a team lead to support workflow and team efficiency

Requirements

• 2–4 years of experience in IT support or help desk roles
• Prior experience in a Managed Service Provider (MSP) environment is highly desirable
• Strong knowledge of Windows and macOS, Microsoft 365, Active Directory, and Azure AD
• Understanding of network protocols, firewall management, VPN technologies, DNS/DHCP, VLANs, and WiFi systems
• Hands-on experience with RMM tools such as Datto (essential)
• Proven ability to perform root-cause analysis and advanced troubleshooting
• Experience with backup processes, disaster recovery procedures, and system restorations
• Excellent customer service and clear communication in a fast-paced, client-facing environment
• Strong problem-solving skills, attention to detail, and composure under pressure
• Bachelor’s degree in Information Technology or a related field is a plus
• Relevant certifications preferred: CompTIA A+, Network+, Security+, Microsoft Certified Professional (MCP)
• Industry advantage: experience supporting dental industry applications, including imaging systems and practice management software