Service Desk Technician Tier 2 (MSP)
Justice IT Consulting
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Benefits offered by this job
Job summary
Qualifications
- Proven ability to troubleshoot issues methodically and to resolution.
- Strong client communication skills and active listening.
- Comfortable documenting work while assisting clients.
Responsibilities
- Serve as the primary technical point of contact for escalated issues.
- Perform advanced troubleshooting across various IT environments.
- Assist with project delivery for implementations and migrations.
Skills
Education
Tools
Job description
Job Title: Service Desk Technician Tier 2 (MSP)
Compensation Range: $60,000.00 - $75,000.00 per year + Benefits
Hours of Work: 40 hours per week, Full Time, M-F 8am-5pm, In office
Location: Burleson, TX (Not Remote)
Are you tired of feeling like a number? Come join a team where your thoughts are heard, your contribution is recognized, and we know your name.
The number one goal of everyone on our team is to make our clients exceptionally happy. The Service Desk Technician - Tier 2 plays a critical role in making sure that happens. You will be responsible for resolving more complex technical issues that cannot be completed at the Tier 1 level. You''ll work on tickets requiring deeper troubleshooting, systems knowledge, and independent problem-solving while communicating clearly with clients about progress, expectations, and next steps. Additionally, you''ll serve as a technical resource for Tier 1 staff, providing guidance, documentation, and best practices to improve first-contact resolution. When issues exceed Tier 2 scope, you''ll appropriately escalate them to senior engineers or specialized resources, ensuring smooth handoffs and minimal disruption to the client.
- Customer Service
- Serve as a primary technical point of contact for clients via phone, email, and ticketing systems for escalated or complex issues.
- Deliver a professional, calm, and solution-focused experience, especially in high-impact or time-sensitive situations.
- Perform advanced remote troubleshooting across workstations, servers, networking, cloud services, and line-of-business applications.
- Take ownership of issues through resolution whenever possible, rather than passing tickets unnecessarily.
- Work, manage, and resolve escalated helpdesk tickets and service requests using the ticketing system.
- Accurately document all troubleshooting steps, findings, actions taken, and resolutions.
- Maintain clear, thorough, and up-to-date client and system documentation.
- Break multi-issue requests into separate tickets to ensure proper tracking and accountability.
- Actively manage tickets to ensure they do not become stale or lack updates.
- Review RMM dashboards and alerts and take appropriate remediation actions based on documented processes.
- Investigate recurring alerts or systemic issues and recommend permanent fixes.
- Review and validate scheduled and automated tasks to ensure they are functioning as intended.
- Assist with project delivery as needed, both remotely and onsite, including implementations, migrations, upgrades, and documentation.
- Execute assigned project tasks independently and communicate progress or blockers to project leads.
- Identify risks, dependencies, or scope concerns during project work and raise them early.
- Escalate issues to senior engineers when problems fall outside Tier 2 scope or require specialized expertise.
- Communicate clearly and proactively with clients regarding ticket status, delays, outages, or changes.
- Complete timesheets and expense reports accurately and in accordance with SOPs.
- Identify, communicate, and help mitigate technical or operational risks to the Service Delivery Manager and clients.
- Follow schedules assigned by the Service Delivery Manager or Service Coordinator.
- Adhere to Standard Operating Procedures (SOPs) for daily, weekly, and recurring responsibilities.
- Follow all security procedures and maintain a vigilant posture for potential security issues.
- Provide guidance and mentorship to Tier 1 technicians when appropriate.
- Identify opportunities for improvement and contribute constructive suggestions.
- Participate in process improvements and operational refinement.
- Perform other duties as assigned by the Service Delivery Coordinator, Service Delivery Manager, or CTO.
- Strong problem-solving skills with the ability to troubleshoot issues methodically and drive them to resolution.
- Clear and professional communication skills, grounded in active listening and expectation-setting with clients.
- Solid understanding of how IT services are delivered using modern support tools, processes, and documentation.
- Strong working knowledge of Windows desktop and server operating systems, business and line-of-business applications, printing systems, file services, and core networking concepts.
- Ability to troubleshoot and support Windows Server, Active Directory, and Group Policy, file shares, DFS, printer servers, backup systems, recovery workflows, hypervisors, and virtualized environments.
- Experience providing remote technical support and remediation in live client environments.
- Ability to document work clearly and thoroughly while actively working tickets.
- Comfortable typing accurately while speaking with clients.
- Working knowledge of Microsoft 365, Entra ID (Azure AD), and related cloud services.
- Familiarity with PowerShell scripting and automation (or strong desire to grow in this area).
- Strong security awareness and commitment to following documented security procedures.
- A genuine desire to deliver an exceptional client experience.
- Ability to communicate effectively with both technical and non-technical users ("speak both Geek and Human").
- Ability to adapt and thrive in a fast-paced MSP environment.
- Valid driver's license and reliable transportation for onsite client work.
- Microsoft Certifications (preferred), such as:
- Microsoft Certified: Windows Server Hybrid Administrator Associate
- Microsoft Certified: Endpoint Administrator Associate
- Microsoft Certified: Identity and Access Administrator Associate
- Microsoft 365 Certified: Enterprise Administrator Expert (or working toward)
- Networking & Infrastructure: CompTIA Network+ (or equivalent experience)
- Cisco CCNA (or practical switching/routing experience in MSP environments)
- Security-Focused: CompTIA Security+ or Microsoft Certified: Security Operations Analyst Associate
- Familiarity with security tools such as EDR, MFA, conditional access, and SIEM platforms
- Virtualization & Infrastructure: Experience with Hyper-V, VMware, or similar platforms
- Previous experience working in a Managed Service Provider (MSP) or Tier 2 Helpdesk role.
- Hands-on experience with ticketing systems, PSA platforms, and RMM tools, remote access and support tools, escalation workflows, and root-cause analysis.
- Experience assisting with new client onboardings (onsite and remote), infrastructure and network projects, patch management, and maintenance activities.
- Experience configuring or supporting firewalls, switches, routers, backup, and disaster recovery systems.
- Familiarity with network documentation, asset inventories, and environment diagrams.
- Interest in contributing to SOP development, process improvement, and operational maturity.
- Get your birthday off :)
- An easy-going environment and culture (we all enjoy what we do)
- The flexibility to work from home when needed (Water heater repairman coming Friday? Work from home.)
- A proactive approach to ongoing training to help you develop life-long skills
- Paid for IT certifications (training and certification fees)
- $60,000 TO $75,000 Annual Base Salary
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Professional development assistance
- Referral program
- Retirement plan
- Vision insurance
For someone looking to continue advancing their career, the Service Desk Technician - Tier 2 role naturally progresses into positions such as Senior Service Desk Technician, Systems Engineer, Network Engineer, or Security Engineer. With continued growth in technical depth, client communication, and business understanding, this role can also lead to Solutions Architect, Service Delivery Manager, Virtual CIO (vCIO), or CTO positions over time.
Justice IT Consulting is a premier cybersecurity company and turnkey IT provider for small businesses, manufacturing, aerospace, and defense contractor companies throughout the state of Texas.
Mission: We protect our clients and their revenue by solving complex problems and tailoring solutions to their unique business.
Core Values:
- Secure Without Compromise
- Earn Trust Every Day
- Lead with Optimism
- Deliver Excellent Craftsmanship
- Cultivate Personal Growth
- Foster Wow Moments
Job Types: Full-time, Permanent
Work Location: In person
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