Service Desk Technician II, South Florida

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

Who we are

CompassMSP is a rapidly expanding, award-winning technology solutions provider in the booming managed services space. Our vision is to be the North American leader in delivering and supporting technology solutions for small & mid-sized businesses, and we are driven by our mission and core values to be a great place to work and a great company to work with. We have garnered top industry recognition for our thought leadership, growth, and workplace culture. What we are looking for:

Who you are

The Service Desk Technician II will be part of our support team providing exceptional customer service by focusing on finding the right solution with each client. The successful candidate will be a natural troubleshooter with the ability to also elevate issues proactively when needed. This is a remote role. Occasional travel to local client sites is required and on-call availability may be required, which would be scheduled in advance. Seeking a detail-oriented self-starter who takes ownership of your job responsibilities, and can communicate effectively with teammates, clients, and vendors. You work best in a bold, fast-paced environment. You enjoy organization metrics, analytics, team camaraderie, and multitasking while maintaining a positive attitude!

Qualifications for the position include:

• 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 issues
• Working 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)

• 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, etc.)
• 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

• Competitive salary
• Quarterly bonuses
• Flexible, unlimited PTO
• Medical/Dental/Vision/Life/Disability coverages available
• 401(k) with company match
• Career Development and Coaching