Service Desk Technician II
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Job Description
Service Desk Technician II resolving escalated IT tickets and supporting Windows, Microsoft 365, networking, VPN, and remote access. CompassMSP delivers managed technology solutions to small and mid-sized businesses.
Responsibilities:
- Respond to escalated tickets from Level 1 and provide timely resolution within SLA
- Troubleshoot Windows OS, Microsoft 365, email, remote access, and user access issues
- Perform standard Active Directory tasks, including password resets, unlocks, group membership, and profile paths
- Assist with server-related support activities under guidance of senior engineers, including folder permissions, account provisioning, login failures, and RDP access issues
- Support users connecting through Remote Desktop Gateway / VPN and troubleshoot session, credential, or MFA issues
- Deploy, configure, and support workstation hardware, approved applications, and peripheral devices
- Assist with patching, updates, and scheduled maintenance tasks as assigned
- Document tickets, resolutions, and SOP revisions accurately in the ticketing system
Requirements:
- 2–3+ years of recent experience providing technical support in an MSP or corporate IT environment
- Proficiency with Windows 10/11 and basic Windows Server administration (2016 or higher)
- Experience with user and group management, shared folder permissions, log review, service restarts, and basic AD/DNS/DHCP troubleshooting
- Working knowledge of Microsoft 365 administration, including license assignments, mailbox management, MFA, and Teams/SharePoint basics
- Familiarity with Remote Desktop Services / Remote Desktop Gateway, including user access issues, session resets, and profile issues
- Understanding of DNS, DHCP, VPN, IP addressing, and basic firewall troubleshooting
- Experience supporting desktops, laptops, printers, mobile devices, and standard business software
- Strong customer service, communication, and documentation skills
- Preferred or in-progress certifications: CompTIA Security+, Network+, Azure Fundamentals, or equivalent
Benefits:
- Competitive pay
- Progressive PTO
- Career Development and Coaching
- Fun work environment!
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