Senior Help Desk Engineer

PJ Networks LLC; Charlottesville (VA); Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

Retirement Plan

Paid time off

Health insurance

Dental insurance

Job summary

PJ Networks LLC is seeking an experienced Help Desk Engineer to join our support team as a Tier 2/3 escalation point. You will remotely monitor, manage, and support client infrastructure across multiple environments, serving as the go-to resource for complex issues.

You will work with our help desk, field engineers, and dispatch to deliver fast, knowledgeable service, develop proactive monitoring, and improve security policies.

Qualifications

• Minimum 3 years of experience in IT support or similar role.
• Strong knowledge of Windows Server operating systems (2016–2025).
• Experience with Active Directory, Group Policy, DNS, and DHCP.
• Experience managing hypervisors (Hyper-V and/or VMware).
• Experience administering Microsoft 365 tenants and services.
• Excellent communication skills for technical and non-technical audiences.
• MSP or IT consulting experience preferred.
• Experience with RMM platforms and PSA tools.
• Experience with firewalls and network infrastructure management.
• Experience with backup and disaster recovery platforms.
• Experience with endpoint protection platforms.
• Experience with Microsoft Entra ID, Intune, and Conditional Access policies.
• Current industry certifications such as CompTIA Network+/Security+ or Microsoft certifications.
• Scripting or automation experience (PowerShell, Python).
• Experience developing SOPs and technical documentation.

Responsibilities

• Monitor client hardware, software, and network health across environments.
• Remotely manage and update servers, hypervisors, and workstations.
• Create new monitoring methods to improve proactive support and reduce downtime.
• Respond to alerts and triage issues before they impact client operations.
• Maintain documentation for client systems and procedures.
• Serve as the Tier 2/3 escalation point for front-line help desk engineers.
• Provide remote technical assistance for complex hardware or software problems.
• Troubleshoot across Windows Server, AD, Microsoft 365, networking, and business apps.
• Collaborate with the team to ensure timely resolution and clear communication on escalated issues.

Skills

IT support

Windows Server

Active Directory

Hyper-V

VMware

Microsoft 365

Communication skills

Education

CompTIA Network+

Security+

Microsoft certifications

Tools

RMM platforms

PSA tools

Firewalls

Backup & DR

Endpoint protection

Intune / Entra ID

Job description

Benefits

• Retirement Plan
• Paid time off
• Health insurance
• Dental insurance

Job Summary

PJ Networks is a Managed Services Provider (MSP) looking for an experienced Help Desk Engineer to join our support team as a Tier 2/3 escalation point. You'll be responsible for remotely monitoring, managing, and supporting client infrastructure — including servers, hypervisors, and workstations — while serving as the go-to resource when front-line technicians need backup on complex issues.

This isn't a "reboot and close the ticket" role. You'll be working across multiple client environments, managing and improving our remote monitoring systems, supporting security policies, and helping shape how we deliver reliable, proactive IT support. You'll work closely with our help desk team, field engineers, and dispatch to ensure every client receives fast, knowledgeable service.

If you enjoy digging into complex problems, improving systems and processes, and being the person the team turns to when they're stuck — this is the role for you.

Responsibilities

Remote Monitoring & Management

• Utilize existing RMM tools to monitor client hardware, software, and network health across multiple environments
• Remotely manage, support, and update servers, hypervisors, and workstations
• Create new systems and methods of monitoring as needed to improve proactive support and reduce client downtime
• Respond to and triage monitoring alerts, identifying and resolving issues before they impact client operations
• Maintain and update documentation for client systems, configurations, and procedures

Escalation Support

• Serve as the Tier 2/3 escalation point for front-line help desk engineers when issues exceed their scope
• Provide technical assistance over the phone and remotely for clients with complex hardware or software problems
• Troubleshoot and resolve issues across Windows Server, Active Directory, Microsoft 365, networking, and line-of-business applications
• Collaborate with the team to ensure timely resolution and clear communication on escalated issues

Qualifications

Required

• Minimum 3 years of experience in IT support, systems administration, or a similar role
• Strong knowledge of Windows Server operating systems (2016–2025)
• Experience with Active Directory, Group Policy, DNS, and DHCP
• Experience managing hypervisors (Hyper-V and/or VMware)
• Experience administering and troubleshooting Microsoft 365 tenants and services
• Excellent communication skills — you can explain technical issues clearly to both technical and non-technical audiences

Preferred

• Previous MSP or IT consulting experience strongly preferred
• Experience with RMM platforms and PSA tools
• Experience with firewalls and/or network infrastructure management
• Experience with backup and disaster recovery platforms
• Experience with endpoint protection platforms
• Experience with Microsoft Entra ID, Intune, and Conditional Access policies
• Current industry certifications (CompTIA Network+, Security+, Microsoft certifications, or similar)
• Scripting or automation experience (PowerShell, Python, or similar)
• Experience developing SOPs and technical documentation

Schedule

Monday – Friday. This is primarily a remote support role based out of our Charlottesville office. Average work week is 40–45 hours. Occasional after-hours or weekend work may be required.

Equal Opportunity Employer

PJ Networks is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other legally protected basis.

About Us

PJ Networks has been providing professional IT support to small and medium-sized businesses in Central Virginia since 2005. We deliver managed IT services, cloud solutions, on-site and remote support, and strategic technology consulting. Our mission is to enhance the value and success of our clients’ businesses by providing superior, client-focused IT services and solutions.

We're a small, collaborative, and dedicated team that takes pride in building long-term relationships with our clients. If you like variety, enjoy being part of something bigger than just your job title, and want to work with people who genuinely care about doing good work — you'll fit right in.