Level 2 IT Helpdesk Specialist (MSP)

AVLAnet; Fort Lauderdale (FL); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

401(k)

Health insurance

Paid time off

401(k) matching

Bonus based on performance

Dental insurance

Free food & snacks

Opportunity for advancement

Training & development

Vision insurance

Job summary

AVLA.net is seeking an IT Helpdesk Specialist - Level 2 in South Florida to resolve complex issues across client environments. You will support end users, serve as escalation point behind Level 1, and ensure smooth IT operations for multi-tenant clients.

Role requires 2+ years in IT helpdesk, Windows/Mac OS, AD/M365, and strong customer service. Travel to client sites may be required; MSP background a plus.

Qualifications

• 2+ years in IT helpdesk or desktop support, Level 2 preferred.
• Experience supporting multiple clients / multi-tenant MSP environment.
• Proficiency with Windows and Mac OS, MS 365 administration.
• Knowledge of Active Directory, Entra ID, MFA, GPO, and permissions.
• Solid networking basics: TCP/IP, DNS, DHCP, VPN.
• Familiarity with firewalls, VLANs, NAT, and basic network troubleshooting.
• Experience with remote support/remote control tools.
• Valid driver’s license for client-site visits.
• CompTIA A+/Network+/Microsoft certifications are a plus.
• Strong customer service; able to explain tech to non-technical users.
• Self-motivated, detail-oriented, able to manage priorities.

Responsibilities

• Provide Level 2 technical support for hardware, software, and network issues escalated from Level 1.
• Prioritize incidents based on severity, client impact, SLA, and urgency.
• Diagnose and resolve desktop, app, and connectivity problems across multi-client environments.
• Handle tickets in PSA, ensure SLA compliance and documentation.
• Monitor and remediate client systems using RMM tools.
• Configure, deploy, and maintain workstations, servers, printers across sites.
• Assist with AD, M365, and permissions across tenants.
• Help with network troubleshooting including VPN, firewalls, LAN/WAN.
• Guide users through troubleshooting steps and ensure resolution.
• Document procedures and resolutions for knowledge base.

Skills

Windows & Mac OS

Microsoft 365 administration

Active Directory

Networking fundamentals

PSA & RMM tools

Customer service orientation

Multi-client environment

IT Certifications

Tools

RMM tools

PSA platforms

Job description

AVLA.net is seeking an IT Helpdesk Specialist - Level 2 in South Florida to resolve complex issues across client environments. You will support end users, serve as escalation point behind Level 1, and ensure smooth IT operations for multi-tenant clients.

Role requires 2+ years in IT helpdesk, Windows/Mac OS, AD/M365, and strong customer service. Travel to client sites may be required; MSP background a plus.