IT Support Technician - Tier 2

JobDiva, Inc.; Columbus (OH); Hybrid; USD 55,000 - 70,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Training support

Career growth

Job summary

JobDiva, Inc. is seeking a Tier 2 IT Support Technician to support a diverse portfolio of small and midsized businesses.

This role combines hands-on 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.

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.

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.

Skills

Windows endpoints

Microsoft 365 admin

Active Directory

MFA / Identity management

Endpoint maintenance

RMM tools

Documentation

Communication

Travel to Central Ohio client sites

Tools

NinjaOne

Cove

VMware

Hyper-V

Microsoft Intune

Microsoft Entra ID

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

Position Summary

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.