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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Helpdesk Specialist - Level 2 - **Company:** Avla.Net, Inc. - **Location:** Fort Lauderdale, FL, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Apple Mac Systems, Dynamic Host Configuration Protocol, Network Address Translation, Domain Name System (DNS), Multi-Factor Authentication, Information Technology Operations, Virtual Private Networks (VPN), Network Troubleshooting, Networking Basics, Professional Services Automation, Azure Active Directory, TCP/IP, Virtual Local Area Networks, Wide Area Networks, Connectivity Problems, Firewalls (Computer Science), Laptops, Network Server, User Administration - **Published:** August 19, 2026 - **Apply:** https://www.wayup.com/i-j-IT-Helpdesk-Specialist-Level-2-AVLAnet-350207097196295/ ## About the Role 2+ years of experience in an IT helpdesk or desktop support role, preferably at a Level 2 capacity Prior experience supporting multiple clients or a multi-tenant environment strongly preferred (MSP background a plus) Proficiency with Windows & Mac OS environments and Microsoft 365 administration Experience with Active Directory, Microsoft Entra ID, Microsoft 365, MFA, Group Policy, and user/permission management. Solid understanding of networking fundamentals including TCP/IP, DNS, DHCP, and VPN Working knowledge of firewalls, VLANs, NAT, and basic network troubleshooting. Familiarity with PSA (Professional Services Automation) and RMM (Remote Monitoring & Management) platforms, plus remote support/remote control tools Valid driver's license and reliable transportation for occasional client site visits CompTIA A+, Network+, or Microsoft certifications are a plus Strong customer service orientation, with the ability to explain technical concepts to non-technical users Self-motivated, detail-oriented, and able to manage multiple priorities in a dynamic environment ## Description About the Role AVLA.net is a client-facing Managed Service Provider (MSP) looking for a skilled IT Helpdesk Specialist - Level 2 to join our growing team! In this role, you'll be the go-to expert for resolving complex technical issues across our client environments, supporting end users, and keeping client IT operations running smoothly. You'll serve as the escalation point behind our Level 1 team, and your work directly upholds the standard of customer value AVLA.net is known for. If you thrive in a fast-paced, multi-client environment and love solving problems, we want to hear from you! Responsibilities Provide Level 2 technical support for hardware, software, and network-related issues escalated from Level 1 across multiple client accounts Prioritize incidents and service requests based on severity, client impact, SLA commitments, and business urgency. Diagnose and resolve complex desktop, application, and connectivity problems in a timely manner within a multi-client, multi-tenant environment Manage and respond to helpdesk tickets using our PSA (Professional Services Automation) platform, ensuring SLA compliance, proper documentation, and closure Monitor, maintain, and remediate client systems using RMM (Remote Monitoring & Management) tools Configure, deploy, and maintain workstations, laptops, servers, printers, and peripheral devices across client sites Support user account management including Active Directory, Microsoft 365, and permissions across multiple client tenants Assist with network troubleshooting including firewalls, VPN, LAN/WAN, and wireless connectivity issues Walk clients through troubleshooting steps, follow up, and see problems through to resolution Document technical procedures, resolutions, and knowledge base articles for recurring issues Collaborate with Level 3 engineers and vendors on escalated or infrastructure-related incidents Recommend procedure or process improvements based on recurring issues and trends Mentor and provide technical guidance to Level 1 analysts as needed Travel to client sites as needed for onsite support and project work ## Related Videos - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [Kubernetes Security - Challenge and Opportunity](https://www.wearedevelopers.com/videos/412-kubernetes-security-challenge-and-opportunity) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) - [Synthetic Insiders: The New AI Risk to Your Org](https://www.wearedevelopers.com/videos/100057-synthetic-insiders-the-new-ai-risk-to-your-org) - [tRPC: API schemas are pure overhead](https://www.wearedevelopers.com/videos/796-trpc-api-schemas-are-pure-overhead) ## Related Articles - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [How to land a developer job in Amsterdam](https://www.wearedevelopers.com/magazine/36-how-to-land-a-developer-job-in-amsterdam) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer)