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# Remote Desktop Support - Level I or Level II

- **Company:** IT Practice Inc
- **Location:** Raleigh, NC, United States
- **Experience:** Experienced
- **Salary:** $40,000.0 - $65,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Software Applications, Cyber Security, Databases, Dental Informatics, Network Topologies, Hyper-V, Networking Hardware, Internet Protocol, Network Troubleshooting, Windows Servers, Remote Desktop Services, Software Systems, Network Routers, Peripherals, Sonicwall, Firewalls (Computer Science), Cisco
- **Published:** May 21, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=1a9ee997f3004b77

## About the Role

Do you have experience in Windows?, IT Practice is a Managed Service Provider (MSP) for the DENTAL/ MEDICAL INDUSTRY. We are looking for a Level I or Level II Desktop Support and Field Engineer to provide technical assistance to our clients. The applicant should have 3-5 years of experience working in the field. You will help install, upgrade, and troubleshoot Networking Equipment, Windows Servers, and software systems., * Proficient knowledge in setting up Meraki/Cisco, WatchGuard, SonicWall Routers

 * Proficient knowledge in applying cybersecurity settings on a Firewall
 * Ability to completely set up, plan, implement, and maintain a network topology
 * Ability to completely set up, plan, implement, and maintain Microsoft Hyper-V
 * Ability to migrate databases
 * Ability to troubleshoot advanced software, hardware, and network issues in a timely fashion
 * Advanced networking, Active Directory, Hyper-V, and dental software knowledge
 * A+, N+, Sec+, MCP, MCITP, CCNA or similar certifications are highly preferred., * Windows: 3 years (Required)
 * IP networking: 3 years (Required)
 * Firewall/Router: 3 years (Required)

## Description

* Provide Level I or Level II support and troubleshooting to resolve issues
 * Address user tickets regarding Routers/Firewalls, hardware, and software.
 * Address user tickets regarding hardware, software and networking
 * Walk customers through installing applications and computer peripherals
 * Ask targeted questions to diagnose problems
 * Guide users with simple, step-by-step instructions
 * Conduct remote troubleshooting
 * Test alternative pathways until you resolve an issue
 * Customize desktop applications to meet user needs
 * Record technical issues and solutions in logs
 * Direct unresolved issues to the next level of support personnel
 * Follow up with clients to ensure their systems are functional
 * Report customer feedback and potential product requests
 * Help create technical documentation and manuals


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