Service Desk Technician Tier 2; MSP

Service Desk Technician - Tier 2 (MSP)

Burleson, TX (In-Person)

Full-Time Monday-Friday, 8:00am-5:00pm

$60,000 - $75,000 + Benefits

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.

At Justice IT Consulting, the number one goal of everyone on our team is to make our clients exceptionally happy. As a Tier 2 Service Desk Technician, you play a critical role in making that happen.

This is not a scripted helpdesk position. This is a role for someone who can think independently, troubleshoot methodically, and take ownership of complex technical issues in a fast-paced MSP environment.

Justice IT Consulting is a premier cybersecurity company and turnkey IT provider serving small businesses, manufacturing, aerospace, and defense contractors throughout Texas.

Our mission is simple: We protect our clients and their revenue by solving complex problems and tailoring solutions to their unique business.

We operate by clear, lived core values:

• Secure Without Compromise
• Earn Trust Every Day
• Lead with Optimism
• Deliver Excellent Craftsmanship
• Cultivate Personal Growth
• Foster Wow Moments

As a Service Desk Technician - Tier 2, you will:

• Resolve complex issues that cannot be completed at the Tier 1 level
• Perform deeper troubleshooting across servers, networking, cloud services, and line-of-business applications
• Serve as a technical resource for Tier 1 staff
• Take ownership of tickets through resolution whenever possible
• Escalate appropriately to senior engineers when issues exceed scope

You will be trusted to manage client expectations, communicate clearly, and ensure smooth handoffs when escalation is necessary.

Client Support & Ownership

• Serve as a primary technical point of contact for escalated client issues
• Deliver a calm, professional, solution-focused experience
• Troubleshoot across workstations, servers, networking, and cloud platforms
• Own problems rather than passing tickets unnecessarily

Ticketing & Documentation

• Manage and resolve tickets using PSA/ticketing systems
• Accurately document troubleshooting steps, findings, and resolutions
• Maintain clear and up-to-date system documentation
• Prevent stale tickets through active management and communication

Monitoring & Proactive Remediation

• Review RMM dashboards and alerts
• Investigate recurring issues and recommend permanent fixes
• Validate automated tasks and remediation processes

Project Work

• Assist with implementations, migrations, upgrades, and documentation
• Execute assigned project tasks independently
• Identify risks, scope concerns, and dependencies early

Team & Process Contribution

• Provide guidance to Tier 1 technicians
• Follow and help refine SOPs
• Maintain strong security awareness
• Contribute to operational improvements and service delivery maturity

• Strong, methodical troubleshooting skills
• Clear and professional communication -- able to 'speak both Geek and Human'
• Solid understanding of MSP service delivery and support tools
• Experience supporting:
  
  Windows desktop and server operating systems
• Active Directory and Group Policy
• File shares, DFS, and printer services
• Backup systems and recovery workflows
• Hypervisors and virtualized environments
• Microsoft 365 and Entra
• Familiarity with ticketing systems, PSA platforms, and RMM tools
• Experience supporting firewalls, switches, routers, and core networking concepts
• Security-first mindset
• Ability to thrive in a fast-paced MSP environment
• Valid driver's license and reliable transportation

Nice to Have (Not Required):

Microsoft certifications, CompTIA Network+ or Security+, CCNA, experience with EDR, MFA, conditional access, SIEM tools, Hyper-V or VMware, and Power Shell scripting.

• Easy-going environment and culture -- we genuinely enjoy what we do
• Birthday off
• Flexibility to work from home when needed
• Proactive approach to ongoing training
• Paid IT certifications (training and exam fees)
• 401(k) with matching
• Health, dental, vision, and life insurance
• Paid time off
• Professional development assistance and referral program

The Service Desk Technician - Tier 2 role naturally progresses into:

• Senior Service Desk Technician
• Systems Engineer
• Network Engineer
• Security Engineer

With continued growth in technical depth and client engagement, long-term paths include:

• Solutions Architect
• Service Delivery Manager
• Virtual CIO (vCIO)
• CTO

We believe in growing leaders from within.

If you are ready to take ownership, solve meaningful problems, and build a long-term career in a high-performing MSP environment, we would like to meet you.