Senior / Level 2 Helpdesk Engineer

Location: South Florida (on-site + field; hybrid remote after ramp) Type: Full-time, 40 hours/week Reports to: Professional Services Director Compensation: $60,000-$72,000 base, DOE + certifications (see Compensation & Benefits)

About IT In Motion

We're a South Florida managed services provider (MSP) that runs IT for ~50 businesses across construction, manufacturing, and defense contracting. We're not a break-fix shop and we're not a call center - we design, secure, and operate our clients' entire technology environments, with a deep specialty in CMMC / NIST 800-171 compliance and Microsoft GCC High.

That means our work is more interesting (and more demanding) than a typical help desk. You'll touch Microsoft 365, Active Directory, UniFi networking, Sophos firewalls, Synology and cloud backup, and XCP-ng virtualization - across real production environments where uptime and security actually matter.

We're a small, tight team that moves fast, documents everything, and takes pride in making clients genuinely glad they hired us.

The Role

As our Level 2 Support Engineer, you're the escalation point that solves the problems Tier 1 can't, and the steady hand that keeps client environments healthy day to day. You own tickets from the moment they land on your queue through resolution - diagnosing, fixing, communicating, and documenting along the way.

When you hit something genuinely deep (a domain controller issue, a firewall redesign, a security incident), you escalate cleanly to our Level 3 / senior engineers. Everything short of that, you own.

If you like solving problems, learning fast, and being trusted with real responsibility, this is a role you can grow in.

What You'll DoService Desk & Client Support

• Own, work, and resolve Tier 2 tickets and service requests end to end
• Provide advanced remote and on-site troubleshooting across desktops, servers, applications, and network devices
• Deliver a fast, friendly, genuinely helpful experience on every interaction
• Keep clients informed at every step - status updates, change notifications, outage communication
• Split multi-issue tickets, prevent tickets from going stale, and close the loop properly

Systems Administration & Maintenance

• Perform routine administration across Microsoft 365, Active Directory, and Entra ID (user lifecycle, licensing, group policy, mailbox and permissions management)
• Monitor and act on the RMM dashboard - apply remediation per our documented processes
• Verify backups, patching, and scheduled automated tasks; flag anything that's off
• Support endpoint security tooling (e.g., Huntress, DNS filtering) and keep agents healthy

Documentation & Process

• Record all work accurately in our PSA/ticketing system
• Maintain clean, current client documentation - future-you and your teammates depend on it
• Follow SOPs for recurring tasks, and improve them when you spot a better way

Projects & Teamwork

• Support project delivery (migrations, deployments, rollouts) on-site or remotely as needed
• Mentor and unblock junior team members
• Keep a vigilant eye on security; follow our security procedures without exception
• Identify and communicate risks early - to the Professional Services Director and to clients
• Submit timesheets and expense reports per SOP, * Learn high-demand, high-value skills - Microsoft GCC High and CMMC compliance are some of the fastest-growing, best-paid specialties in IT
• A clear path up - this role leads into Level 3 / senior engineering and project leadership; we promote from within
• Small team, real ownership - your work is visible and it matters; you won't be a ticket number
• We invest in you - certification support and dedicated time to grow

Do you have a valid Driver's License license?, Do you have experience in Windows Server administration?, * 2-4+ years in IT support - ideally at an MSP or in-house help desk / desktop support

• Strong hands-on experience with the Microsoft 365 platform (Exchange Online, Teams, SharePoint/OneDrive, admin center)
• Solid working knowledge of Active Directory / Entra ID, Windows Server, and Windows desktop OS
• Comfortable troubleshooting networking fundamentals (DNS, DHCP, VPN, switching, Wi-Fi) and common business applications
• Experience working tickets in a PSA / ticketing system and using an RMM tool and remote-support tools
• Clear, calm communication - you can talk to a confused user and a fellow engineer with equal ease ("speak both Geek and human")
• Able to type accurately while talking on the phone
• A genuine drive to solve problems and make clients happy
• Valid driver's license and reliable transportation (this role includes field/on-site work)
• Eligible to work in the U.S. - some clients require U.S. persons due to DoD / CMMC requirements

Nice to Have (or things you'll learn here)

• Exposure to CMMC / NIST 800-171 or Microsoft GCC High environments
• Experience with Sophos firewalls, UniFi networking, Synology NAS, or XCP-ng / XOA virtualization
• IT certifications - CompTIA (A+/Network+/Security+), Microsoft (MS-900, AZ-900, MD-102, or associate-level), ITIL
• Prior MSP experience and familiarity with PSA/RMM platforms (Syncro, ConnectWise, Datto, etc.)
• Client-experience training (e.g., Helpdesk Habits)

You don't need every line above. If you've got a strong support foundation, the right attitude, and the ability to learn quickly, we'll teach you our stack and our compliance world., * MSP or managed multiple client environments: 2 years (Preferred)

• Microsoft 365 administration: 2 years (Required)
• Active Directory / Windows Server: 2 years (Required)

Ability to Commute:

• Davie, FL 33328 (Required)

Pulled from the full job description

• Mileage reimbursement
• 401(k)
• Health insurance
• Paid time off
• Paid holidays, * Base salary: $60,000-$72,000, based on experience and certifications
• Certification reimbursement and paid study/exam time
• Paid time off and holidays
• Health benefits (adjust to your actual plan)
• Company-provided equipment and tools
• (Add: 401(k), bonuses, mileage reimbursement, etc. as applicable)