IT Help Desk Technician (MSP) - Level 2
- Carlsbad, CA
- $30.00-35.00 per hour
- Permanent
- Full-time
- Escalated ticket resolution: Handle Level 2 incidents that frontline techs can’t resolve.
- Remote & onsite support: Provide both remote troubleshooting and occasional in-person service.
- User onboarding/offboarding: Configure laptops/desktops, create user accounts in Active Directory, Microsoft 365, and Google Workspace.
- Server and network support: Assist in deploying and diagnosing Windows Servers (2016–2022), AD, Exchange, file servers, VPN, basic LAN/WAN infrastructure, firewalls, routers, and switches .
- Security & patching: Install antivirus, apply patches, monitor alerts/remediation, and assist with security measures .
- RMM/PSA tools: Use remote monitoring (e.g., Kaseya, ConnectWise, Ninja) and ticketing systems (e.g., Autotask, ConnectWise Manage) to manage systems and document work.
- Documentation & knowledge-sharing: Log detailed tickets, maintain IT documentation, contribute to knowledge base articles
- Collaboration & escalation: Work alongside senior engineers, escalate complex issues efficiently, support projects under guidance.
- Experience
- 2–3 years in MSP or equivalent IT service desk roles.
- Hands-on experience with Windows (10/11) and server OS (Windows Server 2016–2022), Active Directory, Microsoft 365, Exchange, basic networking, and hardware troubleshooting.
- Familiarity with RMM/PSA tools for monitoring and ticket management.
- Experience in client communication and user-facing support.
- Technical Skills
- Proficiency in OS deployment, patch management, malware removal, and event log analysis.
- Understanding of networking fundamentals: DNS, DHCP, TCP/IP, firewalls, VLANs, WAN/LAN setup.
- Familiar with virtualization platforms (VMware, Hyper-V) and cloud services (Azure, M365, G Suite).
- Certifications
- CompTIA A+, Network+, Security+.
- Microsoft credentials like Modern Desktop Administrator Associate, MCSA, MCSE, MCITP.
- Cisco certifications (CCNA), VMware certification (VCP), or Microsoft Azure role-based certs.
- Professional Skills
- Strong troubleshooting, documentation, and multi-tasking abilities.
- Excellent verbal/written communication with both technical and non-technical audiences .
- Customer service orientation—empathy, follow-through, and client satisfaction .
- Ability to work independently and collaboratively within a team setting .
- 2–4 years MSP help desk experience
- CompTIA A+ / Network+ (required), Security+, M365/O365 admin, DC/AD, Cisco/VMware certs (a big plus)
- Skilled with RMM/PSA tools and supporting server, desktop, and networking environments
- Excellent communicator, well-documented, proactive, and service-minded