Tier II Service Desk Technician: Advanced IT & Networking

Virtumarc; Tampa (FL); On-site; USD 55,000 - 70,000; Full time

Job summary

Virtumarc is seeking a Tier II Service Desk Technician in Tampa, FL to provide advanced technical support, mentor Tier I staff, and act as the escalation point for complex desktop, server, and network issues. You’ll perform proactive maintenance and support disaster recovery, while maintaining strong client communication and incident documentation.

You will troubleshoot WAN/LAN, DNS/DHCP, VLANs, VPNs, Citrix, and Microsoft 365, while ensuring policy adherence and service quality in a fast-paced

Qualifications

• Two years of relevant IT experience in managed services or internal IT support.

Responsibilities

• Provide advanced support for Microsoft business apps and OS.
• Escalate and resolve Tier I issues, perform root-cause analysis.
• Validate disaster recovery solutions and ensure uptime.
• Administer WAN/LAN, routers, firewalls, switches, and wireless networks.
• Manage DHCP, DNS, VLANs, subnets, routing, and VPNs.
• Support RDP/Terminal Services, and Citrix environments.
• Administer Active Directory and Microsoft 365 environments.
• Manage user accounts, security groups, and distribution lists.
• Handle email delivery, spam filtering, and client-side troubleshooting.
• Support endpoints, printers, and mobile devices.
• Perform malware remediation and security incident response.
• Monitor backups and perform file/system restores.
• Respond to RMM alerts and own tickets.
• Maintain IT Glue documentation and communicate incidents/changes.
• Accurately log time and ticket details in Halo PSA.
• Mentor Tier I technicians and escalate to engineering when needed.

Skills

Customer service

Technical troubleshooting

Networking fundamentals

Active Directory

Microsoft 365

Windows administration

Education

Associate degree

Tools

Halo PSA

IT Glue

RMM

Job description

Virtumarc is seeking a Tier II Service Desk Technician in Tampa, FL to provide advanced technical support, mentor Tier I staff, and act as the escalation point for complex desktop, server, and network issues. You’ll perform proactive maintenance and support disaster recovery, while maintaining strong client communication and incident documentation.

You will troubleshoot WAN/LAN, DNS/DHCP, VLANs, VPNs, Citrix, and Microsoft 365, while ensuring policy adherence and service quality in a fast-paced