IT Support Technician – Help Desk & Field Support
Core
Level 2 IT support technician providing technical troubleshooting, onsite field support, and infrastructure management for multiple client environments.
Role type
Level 2 IT Support Technician (Help Desk & Field Support)
Builds
IT support services, network infrastructure, and cloud environments for business clients
Domain
Managed Service Provider (MSP), IT Infrastructure, Cybersecurity
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Level 2 troubleshooting, Windows desktop/laptop support, Microsoft 365 administration, Active Directory management, networking fundamentals (DNS, DHCP, firewalls, switches, wireless), RMM platform usage, ticketing system management, root-cause analysis, user onboarding/offboarding, hardware installation and configuration, cybersecurity tool familiarity (EDR, MFA, endpoint management), travel logistics
Preferred skills
MSP experience, multi-client environment management, cybersecurity tools expertise, Windows Server and virtualization, networking equipment installation, industry certifications (CompTIA, Microsoft, networking, cybersecurity)
Technologies
Active Directory, Cloud, Hardware, Microsoft 365, Network Security, SharePoint, Windows, Office 365
Responsibilities
Troubleshoot Windows desktops, laptops, applications, printers, and connectivity issues; manage user accounts, permissions, and Microsoft 365 environments (Exchange, Teams, SharePoint, Entra ID); perform root-cause analysis and resolve complex technical problems; monitor client environments using RMM and security tools; travel to client sites for onsite support, hardware installation, and equipment deployment; assist with migrations, network upgrades, and server projects; document technical procedures and maintain accurate ticket notes; share knowledge with Level 1 technicians and identify process improvements; participate in on-call rotation and after-hours maintenance
Seniority
Mid-level, hands-on IC