Service Desk Technician Tier 2; MSP

Overview

Job Title: Service Desk Technician Tier 2 (MSP)

Compensation Range: $60,000.00 - $75,000.00 per year + Benefits

Hours of Work: 40 hours per week, Full Time, M-F 8am-5pm, In office

Location: Burleson, TX (Not Remote)

Are you tired of feeling like a number? Come join a team where your thoughts are heard, your contribution is recognized, and we know your name.

The number one goal of everyone on our team is to make our clients exceptionally happy. The Service Desk Technician - Tier 2 plays a critical role in making sure that happens. You will be responsible for resolving more complex technical issues that cannot be completed at the Tier 1 level. You''ll work on tickets requiring deeper troubleshooting, systems knowledge, and independent problem-solving while communicating clearly with clients about progress, expectations, and next steps.

Additionally, you''ll serve as a technical resource for Tier 1 staff, providing guidance, documentation, and best practices to improve first-contact resolution. When issues exceed Tier 2 scope, you''ll appropriately escalate them to senior engineers or specialized resources, ensuring smooth handoffs and minimal disruption to the client.

• Customer Service
• Serve as a primary technical point of contact for clients via phone, email, and ticketing systems for escalated or complex issues.
• Deliver a professional, calm, and solution-focused experience, especially in high-impact or time-sensitive situations.
• Perform advanced remote troubleshooting across workstations, servers, networking, cloud services, and line-of-business applications.
• Take ownership of issues through resolution whenever possible, rather than passing tickets unnecessarily.

• Work, manage, and resolve escalated helpdesk tickets and service requests using the ticketing system.
• Accurately document all troubleshooting steps, findings, actions taken, and resolutions.
• Maintain clear, thorough, and up-to-date client and system documentation.
• Break multi-issue requests into separate tickets to ensure proper tracking and accountability.
• Actively manage tickets to ensure they do not become stale or lack updates.

• Review RMM dashboards and alerts and take appropriate remediation actions based on documented processes.
• Investigate recurring alerts or systemic issues and recommend permanent fixes.
• Review and validate scheduled and automated tasks to ensure they are functioning as intended.

• Assist with project delivery as needed, both remotely and onsite, including implementations, migrations, upgrades, and documentation.
• Execute assigned project tasks independently and communicate progress or blockers to project leads.
• Identify risks, dependencies, or scope concerns during project work and raise them early.

• Escalate issues to senior engineers when problems fall outside Tier 2 scope or require specialized expertise.
• Communicate clearly and proactively with clients regarding ticket status, delays, outages, or changes.
• Complete timesheets and expense reports accurately and in accordance with SOPs.
• Identify, communicate, and help mitigate technical or operational risks to the Service Delivery Manager and clients.

• Follow schedules assigned by the Service Delivery Manager or Service Coordinator.
• Adhere to Standard Operating Procedures (SOPs) for daily, weekly, and recurring responsibilities.
• Follow all security procedures and maintain a vigilant posture for potential security issues.
• Provide guidance and mentorship to Tier 1 technicians when appropriate.
• Identify opportunities for improvement and contribute constructive suggestions.
• Participate in process improvements and operational refinement.
• Perform other duties as assigned by the Service Delivery Coordinator, Service Delivery Manager, or CTO.

• Strong problem-solving skills with the ability to troubleshoot issues methodically and drive them to resolution.
• Clear and professional communication skills, grounded in active listening and expectation-setting with clients.
• Solid understanding of how IT services are delivered using modern support tools, processes, and documentation.
• Strong working knowledge of Windows desktop and server operating systems, business and line-of-business applications, printing systems, file services, and core networking concepts.
• Ability to troubleshoot and support Windows Server, Active Directory, and Group Policy, file shares, DFS, printer servers, backup systems, recovery workflows, hypervisors, and virtualized environments.
• Experience providing remote technical support and remediation in live client environments.
• Ability to document work clearly and thoroughly while actively working tickets.
• Comfortable typing accurately while speaking with clients.
• Working knowledge of Microsoft 365, Entra  (Azure AD), and related cloud services.
• Familiarity with Power Shell scripting and automation (or strong desire to grow in this…