Tier II Support Technician (Shift Schedules: Day, Evening and Night)

StratasCorp; Chesapeake (VA); On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

FSA

HSA

Disability insurance

Life insurance

Paid time-off

Paid holidays

401K with company matching

Job summary

StratasCorp, based in Virginia, seeks a Tier II Help Desk Technician to provide first-line support for Microsoft 365, Windows, and Azure AD. You will triage incidents, fulfill requests, and escalate complex issues while maintaining a friendly end-user experience.

Ideal candidates have 3–5 years in IT support, strong customer service, and experience with Intune, SCCM, and ITSM tools. This is a full-time on-site role in the Hampton Roads area.

Qualifications

• 3-5 years in an IT support/help desk role (or equivalent practical experience).
• Working knowledge of: Microsoft 365 apps (Outlook, Teams, SharePoint, OneDrive).
• Windows 10/11 troubleshooting and user profile fundamentals.
• Azure AD/Entra ID basics (password resets, MFA prompts, license assignments).
• Core networking concepts (DNS, DHCP, VPN) at a basic level.

Responsibilities

• Frontline Incident Response: answer support tickets and log interactions in ITSM.
• Microsoft 365 End User Support: Outlook/Exchange Online, Teams, SharePoint, OneDrive tasks.
• Windows & Device Support: troubleshoot Windows 10/11 login and device issues.
• Accounts & Access: manage Azure AD/Entra ID basics and RBAC provisioning.
• Service Requests & Onboarding: software installs, license assignments, new hire setup.
• Knowledge & Documentation: maintain ticket notes and contribute to KB.
• Escalation & Collaboration: escalate to Tier II/III and coordinate with admins.

Skills

Microsoft 365 apps

Windows 10/11 troubleshooting

Azure AD/Entra ID basics

Core networking concepts

Intune/Endpoint Manager

SCCM (ConfigMgr)

ITSM / ticketing tools

Defender for Endpoint

Communication skills

Documentation skills

Education

CompTIA Security+ (Certification)

Microsoft 365 Certified: Fundamentals (MS-900)

Tools

Intune/Endpoint Manager

SCCM (ConfigMgr)

Exchange Online Admin Center

Teams Admin Center

PowerShell scripting

Job description

Overview

At StratasCorp, our mission is to put employees first while leading in the Department of Defense Information Technology sector. We pursue customer satisfaction and operational excellence while excelling in service innovation. We value corporate culture, leadership, diversity, and commitment to quality. We are #TeamStratas.

Location

Hampton Roads, VA, United States (Primary)

Category

Information Technology

Job Description

We are seeking a customer-focused Tier II Help Desk Technician to provide first-line support for Microsoft technologies including Microsoft 365 (Exchange Online, Teams, SharePoint Online, OneDrive), Windows 10/11, Azure Active Directory/Entra ID, and standard productivity applications. You will triage incidents, resolve common issues, fulfill service requests, and escalate complex problems—delivering a consistent, friendly experience to end users.

Responsibilities

• Frontline Incident Response
  • Answer support tickets and log all interactions in the ITSM system.
  • Perform initial triage, categorize/severity score incidents, and attempt first contact resolution.
  • Follow standard operating procedures (SOPs) and knowledge base articles.
• Microsoft 365 End User Support
  • Assist with Outlook/Exchange Online (mailbox access, shared mailboxes, mail flow troubleshooting).
  • Support Microsoft Teams (sign-in issues, meetings, audio/video, device setup, basic governance).
  • Help with SharePoint Online/OneDrive (sync issues, permissions requests, file recovery).
• Windows & Device Support
  • Troubleshoot Windows 10/11 login, profile and application issues.
  • Perform basic hardware diagnostics; support Intune managed devices (compliance checks, app installs, policy refresh).
• Accounts & Access
  • Process basic account tasks in Azure AD/Entra ID (password resets, unlocks, conditional access checks).
  • Provision standard access per role-based access controls (RBAC) and approved workflows.
• Service Requests & Onboarding
  • Fulfill routine requests (software installs, license assignments, distribution list changes).
  • Support new hire setup (accounts, MFA enrollment, devices, and starter guidance).
• Knowledge & Documentation
  • Maintain accurate ticket notes and user communications.
  • Contribute to the knowledge base (KB) with clear, repeatable solutions and how-to guides.
• Escalation & Collaboration
  • Escalate unresolved issues to Tier II/III according to SLAs.
  • Collaborate with systems administrators, network engineers, and security teams when required.

Qualifications

Job Requirements

• 3-5 years in an IT support/help desk role (or equivalent practical experience).
• Working knowledge of:
  • Microsoft 365 apps (Outlook, Teams, SharePoint, OneDrive).
  • Windows 10/11 troubleshooting and user profile fundamentals.
  • Azure AD/Entra ID basics (password resets, MFA prompts, license assignments).
  • Core networking concepts (DNS, DHCP, VPN) at a basic level.
• Microsoft 365 Admin portals (Exchange, Teams, SharePoint, Entra ID).
• Intune/Endpoint Manager; SCCM (as applicable).
• Ticketing/ITSM platform; remote support tools (Quick Assist, Remote Desktop, Teams).
• Endpoint security/AV (Defender for Endpoint or equivalent).
• Strong customer service, communication, and documentation skills.
• Clear verbal/written communication; ability to explain technical concepts simply.
• Time management and prioritization under SLA guidelines.
• Attention to detail; consistent documentation practices.
• A personal growth mindset—willingness to learn and improve.

Preferred Qualifications

• Experience with Intune (device compliance, app deployments) and SCCM/ConfigMgr basics.
• Familiarity with Exchange Online admin center and Teams admin center (read-only or guided tasks).
• Scripting exposure (PowerShell) for repetitive tasks.

Certifications

Certifications Required at hire:

• CompTIA Security+

Certification Required within 90 days of hire:

• Microsoft 365 Certified: Fundamentals (MS 900)

Shift Details

Positions available in the following shifts. Please specify in your application which (one or more) shift is your preferred:

• Day, 8am-4pm
• Evening, 4pm-12am
• Night, 12am-8am

Note: Night shift specifics describe responsibilities across multiple time zones and require accurate incident documentation and clear communication.

Security

We use E-Verify to confirm the identity and employment eligibility of all new hires.

Compensation

The anticipated salary range for this role is $60,000 to $75,000 annually. The final starting salary will be determined based on qualifications, skills, experience, education, certifications, and work location, as well as internal equity and market considerations.

Security Clearance

Secret

Job Type

Full-time

Equal Opportunity

StratasCorp provides a complete compensation package with competitive wages and benefits, including medical, dental, and vision insurance, FSA & HSA accounts, disability and other income protection benefits, life insurance, paid personal time-off, paid holidays, and a 401K with company matching.

StratasCorp is committed to equal opportunity in employment, actively seeking to build a diverse and talented workforce, including individuals with disabilities and protected veterans.