Service Desk Technician Level II

Job Description
Position Overview

The Tier II Service Desk Technician provides advanced technical support to Virtumarc clients and serves as the primary escalation point for Tier I issues. This role resolves complex desktop, server, and network-related problems, performs proactive maintenance, and supports the stability of client environments. The Tier II technician operates with minimal supervision and mentors Tier I technicians.

Key Tasks and Responsibilities

• Advanced support for Microsoft business applications and operating systems

• Resolution of escalated Tier I issues

• Root cause analysis of recurring incidents

• Support and validation of disaster recovery solutions

• Administration and troubleshooting of WAN, LAN, routers, firewalls, switches, and wireless networks

• Support of DHCP, DNS, VLANs, subnets, and routing

• Implementation and support of VPN, RDP/Terminal Services, and Citrix

• Administration of Microsoft Active Directory and Microsoft 365

• User, security group, and distribution list management

• Email delivery, spam filtering, and client-side troubleshooting

• Endpoint, printer, and mobile device support

• Malware remediation and security incident response

• Backup monitoring and file/system restores

• RMM alert response and ownership

• Documentation maintenance in IT Glue

• Client communication regarding incidents and changes

• Accurate time and ticket entry in Halo PSA

• Mentorship of Tier I technicians

• Escalation to engineering or project teams as required

Requirements

The following requirements are representative of the knowledge, skill, and ability required to perform this role successfully.

• Minimum two years of relevant experience in managed services or internal IT support

• Associate degree or equivalent professional experience preferred

• CompTIA A+ or equivalent foundational certification preferred

• Microsoft desktop or Microsoft 365 certification preferred

• Cisco CCNA or equivalent networking certification is a plus

• Strong interpersonal, communication, and customer service skills

• Advanced troubleshooting and diagnostic skills

• Ability to manage multiple tasks in a fast-paced environment

• Strong understanding of IT service delivery principles

• Intermediate networking knowledge including TCP/IP, DNS, DHCP, VLANs, routing, and switching

• Understanding of CAT5/CAT6 wiring standards

• Wireless security and client configuration knowledge

• Active Directory user and group administration

• Firewall and security fundamentals

• Backup software monitoring and restore operations

• Server maintenance tasks including event log review and hardware monitoring

• Endpoint security and antivirus experience

• Desktop and hardware diagnostics including RAID fundamentals

• Mobile device configuration and support

• Ability to follow and execute detailed technical documentation

Benefits

• Health Insurance
• Dental Insurance
• Vision Insurance
• Paid Time Off
• Paid Holidays