Service Desk Technician II

AT-NET Services; Charlotte (NC); Hybrid; USD 70,000 - 90,000; Full time

Job summary

AT-NET Services is seeking a senior-track Service Desk Technician II to own complex Level 2 tickets end to end for US-based clients. You will work across Windows desktop, Active Directory, Microsoft 365, and business networking environments.

You’ll be the go-to expert when tickets don’t add up, communicating with clients by phone, chat, and updates, while documenting work in real time. This role includes a standard on-call rotation and occasional on-site visits.

Qualifications

• 3-4+ years of IT support experience within a Managed Services Provider (MSP) environment.
• Hands-on, independent troubleshooting across Windows, Active Directory, Microsoft 365, and networking.
• A track record of owning complex or ambiguous tickets through to resolution.
• Strong communication skills and composure under pressure.

Responsibilities

• Own and resolve Level 2 tickets across client environments, tracing issues to root cause rather than a first plausible explanation.
• Communicate directly with clients by phone, chat, and ticket updates, including in tense situations.
• Document work clearly and in real time.
• Participate in a standard on-call rotation and occasional on-site client visits (generally under 10% of your schedule)

Skills

Windows OS

Active Directory

Microsoft 365

Networking

Ticket ownership

Communication

On-call readiness

Job description

Charlotte, NC (HQ) or Other Approved Remote Markets | Full-Time

AT-NET Services is a Managed IT Services Provider supporting businesses across the United States. We're looking for a senior-track Service Desk Technician II who already owns complex, ambiguous tickets end to end, not someone growing into that skill on the job.

This isn't an entry-level Tech II role. You'll be the person other technicians turn to when a ticket doesn't add up, working directly with U.S.-based clients on Level 2 support across Windows desktop, Microsoft 365, Active Directory, and business networking environments. Strong performers will be considered for expanded responsibility and more senior support work as our team grows.

What you'll do

• Own and resolve Level 2 tickets across client environments, tracing issues to actual root cause rather than the first plausible answer
• Communicate directly with clients by phone, chat, and ticket updates, including in tense situations
• Document work clearly and in real time
• Participate in a standard on-call rotation and occasional on-site client visits (generally under 10% of your schedule)

What you bring

• 3-4+ years of IT support experience within a Managed Services Provider (MSP) environment, required
• Hands-on, independent troubleshooting experience across Windows, Active Directory, Microsoft 365, and networking
• A track record of owning complex or ambiguous tickets through to resolution
• Strong communication skills and composure under pressure
• Based in Charlotte, NC or another AT-NET approved remote market, with reliable transportation for local client visits

Schedule

Charlotte-based hires work full-time in-office for the first 90 days, with a partial hybrid schedule considered afterward based on performance. Remote-market hires work primarily remote, with periodic travel to Charlotte HQ during the first 90 days (travel and lodging covered).

Why AT-NET

A senior-track role where your judgment is trusted from day one, room to grow into more senior support responsibility, and a stable, structured environment within a mature MSP.