IT Help Desk Support – Level II+ (MSP)

Summary

Our client, located in the Huntsville/Decatur, AL area is a well-established Managed Services Provider (MSP) supporting a diverse portfolio of business clients throughout the region. They are seeking an experienced Level II+ IT Support Technician who brings a strong technical foundation, particularly within Microsoft environments and networking, along with the initiative and problem-solving ability to independently work through more complex technical issues.
This position is best suited for an experienced MSP professional who operates at a strong Level II level and is comfortable taking on responsibilities that may occasionally approach Level III support. The ideal candidate will be technically sound, self-motivated, dependable, and capable of taking ownership of issues from initial diagnosis through resolution while knowing when escalation or collaboration is appropriate.
Just as important as technical ability is the individual's approach to the team and clients. The successful candidate will have a positive attitude, communicate well, be coachable, and enjoy working collaboratively in an MSP environment where priorities can change quickly.
Candidates do not need experience with every technology within the company's existing stack. The organization is willing to train the right individual on specific platforms and tools when the candidate demonstrates strong technical fundamentals, aptitude, initiative, and a willingness to learn.

Duties & Responsibilities

- Provide Level II technical support and troubleshooting across multiple client environments, including workstations, servers, networks, cloud services, and related infrastructure.

- Serve as an escalation resource for technical issues requiring more advanced troubleshooting and problem-solving.

- Diagnose and resolve Windows workstation, Microsoft 365, Active Directory/Entra ID, server, networking, and connectivity-related issues.

- Troubleshoot LAN/WAN environments, TCP/IP, DNS, DHCP, VPNs, wireless networks, switches, firewalls, and related network infrastructure.

- Assist with the administration and support of Microsoft environments, including Microsoft 365, Active Directory/Entra ID, Group Policy, user administration, permissions, security settings, and related services.

- Evaluate Microsoft environments and assist with technical reviews and audits to identify configuration issues, security concerns, inconsistencies, and opportunities for improvement.

- Monitor system alerts and proactively investigate and resolve issues before they significantly impact client operations.

- Manage escalated service requests while maintaining clear documentation and communication throughout the resolution process.

- Assist with new-user onboarding, workstation deployment, software configuration, account provisioning, and access management.

- Install, configure, maintain, and troubleshoot network equipment and related client infrastructure.

- Support client onboarding, migrations, upgrades, deployments, and other IT projects as needed.

- Work with centralized MSP technologies used across client environments, including RMM, patch/update management, endpoint detection and response (EDR), security, monitoring, and related platforms.

- Help administer, maintain, and optimize centralized tools deployed across the client base.

- Identify recurring technical issues and recommend opportunities to improve processes, standardization, automation, and overall service delivery.

- Maintain accurate technical documentation, ticket notes, configurations, and client records.

- Work independently when appropriate while collaborating effectively with other technicians and senior engineers on complex issues.

- Communicate professionally with clients and translate technical issues into clear, understandable information.

- Take ownership of assigned responsibilities and follow issues through to successful completion.

Qualifications & Requirements

- 3+ years of professional IT support experience in a Help Desk, Service Desk, Systems Support, Network Support, or similar technical role; MSP experience is strongly preferred.

- Demonstrated ability to perform at a strong Level II technical support level, including independently troubleshooting issues beyond basic desktop support.

- Strong working knowledge of Windows 10/11, Windows Server, Microsoft 365, Active Directory/Entra ID, Group Policy, and general Microsoft administration.

- Solid networking fundamentals, including TCP/IP, DNS, DHCP, LAN/WAN, VPNs, VLANs, wireless networking, switches, routers, and firewalls.

- Experience troubleshooting network connectivity and infrastructure issues across business environments.

- Familiarity with MSP technologies such as RMM platforms, endpoint security/EDR, patch management, remote access, monitoring, documentation, and ticketing systems.

- Experience with platforms such as SonicWall, Meraki, or comparable networking/firewall technologies is beneficial but not required.

- Ability to evaluate technical environments, identify problems or risks, and make sound recommendations for remediation or improvement.

- Strong troubleshooting and analytical skills with the ability to work through unfamiliar technical problems methodically.

- Ability to work independently, prioritize responsibilities, and take ownership of technical issues through resolution.

- Self-motivated with a strong work ethic and the ability to operate effectively without constant supervision.

- Team-oriented with a positive, professional attitude and willingness to assist colleagues when needed.

- Coachable and receptive to feedback, new technologies, and different approaches to solving technical problems.

- Excellent written and verbal communication skills with a strong customer-service mindset.

- Comfortable working in a fast-paced MSP environment supporting multiple clients, technologies, and priorities.

- Genuine desire to continue learning, expanding technical capabilities, and growing into higher-level responsibilities over time.