Remote Service Desk Tech II — Growth & Flexible PTO

Socket.dev; Miami (FL); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive salary

Quarterly bonuses

Flexible, unlimited PTO

Medical/Dental/Vision/Life/Disability

401(k) with company match

Career Development and Coaching

Job summary

CompassMSP is seeking a Service Desk Technician II for a remote role with occasional onsite client travel as needed. You will handle escalated tickets, troubleshoot Windows and Microsoft 365, and support AD/DNS/DHCP tasks while maintaining high customer service standards.

Ideal candidates have 2–3+ years in MSP IT support, familiarity with RDS/RDG, VPNs, and documentation practices, plus a customer‑focused mindset in a fast-paced environment.

Qualifications

• 2–3+ years of recent experience providing technical support in an MSP or corporate IT environment.
• Proficient with Windows 10/11 and basic Windows Server administration (2016 or higher).
• Experience performing common server tasks: user and group management, shared folder permissions, log review, service restarts, basic troubleshooting of AD/DNS/DHCP.
• Knowledge of Microsoft 365 administration (license assignments, mailbox management, MFA, Teams/SharePoint basics).
• Familiarity with Remote Desktop Services / Remote Desktop Gateway (user access issues, session resets, profile issues).
• Understanding of core networking concepts (DNS, DHCP, VPN, IP addressing, basic firewall troubleshooting).
• Experience supporting desktops, laptops, printers, mobile devices, and standard business software.
• Strong customer service, communication, and documentation skills.
• Preferred certifications: CompTIA Security+, Network+, Azure Fundamentals, or equivalent (or in progress).
• Valid driver's license may be required for onsite client support (if applicable).

Responsibilities

• Respond to escalated tickets from Level 1 and provide timely resolution within SLA.
• Troubleshoot Windows OS, Microsoft 365, email, remote access, and user access issues.
• Perform standard Active Directory tasks (password resets, unlocks, group membership, profile paths).
• Assist with server-related support activities under guidance of senior engineers (folder permissions, account provisioning, login failures, RDP access issues).
• Support users connecting through Remote Desktop Gateway / VPN and troubleshoot session, credential, or MFA issues.
• Deploy, configure, and support workstation hardware, approved applications, and peripheral devices.
• Assist with patching, updates, and scheduled maintenance tasks as assigned.
• Document tickets, resolutions, and SOP revisions accurately in the ticketing system.

Skills

Windows 10/11

Windows Server 2016+

Active Directory

M365 administration

Remote Desktop Services

DNS/DHCP basics

Customer service

Documentation

Security/Azure Fundamentals

On-call readiness

Tools

Microsoft 365 Admin Center

Remote Desktop Gateway

VPN clients

Ticketing system

Job description

CompassMSP is seeking a Service Desk Technician II for a remote role with occasional onsite client travel as needed. You will handle escalated tickets, troubleshoot Windows and Microsoft 365, and support AD/DNS/DHCP tasks while maintaining high customer service standards.

Ideal candidates have 2–3+ years in MSP IT support, familiarity with RDS/RDG, VPNs, and documentation practices, plus a customer‑focused mindset in a fast-paced environment.