IT Support Technician - Tier 2

PSI (Proteam Solutions); Columbus (OH); Remote; USD 55,000 - 70,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Training and Certification support

Job summary

PSI (Proteam Solutions) seeks a Tier 2 IT Support Technician to support a diverse portfolio of small and midsized businesses. The role emphasizes hands-on troubleshooting, Microsoft 365 identity administration, and proactive endpoint maintenance in a fast-moving managed services environment.

You will join a small team supporting ~600 users across 30+ clients. The work is primarily remote, with occasional Central Ohio client visits, and offers a clear path toward systems administration.

Qualifications

• Hands-on IT support experience for desktop, help desk or managed IT services.
• Strong knowledge of Windows endpoints and common business apps.
• Familiarity with Microsoft 365 administration (users, devices, licensing, authentication).
• Experience supporting Active Directory users, groups, permissions, and access.
• Understanding of MFA, identity management, endpoint maintenance, patching, and troubleshooting.
• Good written and verbal communication; patient with users of varying technical levels.
• Ability to work independently, manage changing priorities, and travel occasionally to Central Ohio client sites.

Responsibilities

• Troubleshoot Tier 1 and 2 hardware, software, network, access, M365, Windows and macOS issues.
• Administer Microsoft 365 users, devices, licensing and authentication settings.
• Support Active Directory and Entra ID accounts, groups, permissions, MFA, and hybrid directory sync.
• Perform patching, monitoring, routine maintenance, backups, and endpoint administration.
• Use RMM tools to diagnose issues, deploy changes, and maintain endpoints.
• Own tickets from diagnosis to resolution, including documentation and client follow-up.
• Explain issues and standards clearly to users of different tech levels.
• Improve documentation, automate routine tasks, reduce recurring issues.
• Assist with virtualization, server, firewall, switch, and infrastructure as experience grows.

Skills

Windows endpoints

Active Directory

Microsoft 365

MFA/Identity management

Troubleshooting

Communication

Independent work

Travel to client sites

Tools

NinjaOne

Cove

VMware

Hyper‑V

Intune

Job description

Tier 2 IT Support Technician

Location: Remote within Central Ohio with occasional local client visits

Position Type: Full-time direct hire

Salary: $55,000-$70,000 annually

We are seeking a Tier 2 IT Support Technician to support a diverse portfolio of small and midsized businesses. This role combines hands‑on technical troubleshooting, Microsoft 365 and identity administration, proactive endpoint maintenance, and direct client communication in a fast‑moving managed services environment.

You will join a small team supporting about 600 users and endpoints across more than 30 managed‑service clients. The work is primarily remote, includes occasional Central Ohio client visits, and offers a clear path toward systems administration.

Responsibilities

• Troubleshoot and resolve Tier 1 and Tier 2 hardware, software, network, access, Microsoft 365, Windows, and macOS issues.
• Administer Microsoft 365 users, devices, licensing, applications, and authentication settings.
• Support Active Directory and Microsoft Entra ID accounts, groups, permissions, MFA, and hybrid directory synchronization.
• Perform patching, monitoring, routine maintenance, backup checks, and endpoint administration across client environments.
• Use remote monitoring and management tools to diagnose issues, deploy approved changes, and maintain endpoint health.
• Own support tickets from initial diagnosis through resolution, escalation, documentation, and client follow‑up.
• Explain technical issues and approved technology standards clearly to users with different levels of technical ability.
• Improve documentation, automate routine work, and help reduce recurring support issues.
• Assist with virtualization, server, firewall, switch, and infrastructure administration as experience grows.

Required Qualifications

• Hands‑on experience providing desktop, help desk, technical support, or managed IT services.
• Strong working knowledge of Windows endpoints and common business applications.
• Familiarity with Microsoft 365 administration, including users, devices, licensing, and authentication.
• Experience supporting Active Directory users, groups, permissions, and access.
• Understanding of MFA, identity management, endpoint maintenance, patching, and structured troubleshooting.
• Professional written and verbal communication skills and patience with users at different technical levels.
• Ability to work independently, manage changing priorities, and travel occasionally to Central Ohio client sites.

Preferred Qualifications

• Experience supporting macOS devices in a business environment.
• Microsoft Entra ID, hybrid Active Directory, Microsoft Intune, or MFA administration experience.
• Experience with an RMM platform and a managed backup platform; NinjaOne and Cove are especially relevant.
• Exposure to VMware, Microsoft Hyper‑V, firewall administration, switch administration, or server support.
• Previous experience supporting multiple clients in an MSP or IT services environment.
• CompTIA, Microsoft, or comparable certifications.

Compensation And Benefits

• $55,000-$70,000 annual salary based on experience and fit.
• Medical, dental, and vision insurance.
• Approved training and certification support.
• Meaningful autonomy and a path toward systems administration.

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