Desktop Support Technician - II

All-Access Infotech is looking for an experienced, customer-focused Level 2 Technical Support Technician to join our Managed Service Provider team. This role handles escalated technical issues, supports Microsoft 365 and Google Workspace environments, troubleshoots Windows servers and networks, and helps Level 1 technicians grow through guidance and documentation.

This is not an entry-level role. We’re looking for someone who already has hands-on MSP or help desk experience and is comfortable owning escalated tickets without hand-holding.

What You’ll Do

• Resolve escalated tickets from Level 1 technicians and troubleshoot advanced workstation, server, cloud, email, and network issues

• Identify root causes, work independently on complex issues, and escalate to Level 3 or vendors with clear documentation when needed

• Administer and troubleshoot Microsoft 365 (Exchange Online, OneDrive, SharePoint, Teams, MFA, licensing) and Google Workspace (Gmail, Drive, shared drives, account access)

• Support Windows Server environments, including Active Directory, DNS, DHCP, Group Policy, backups, and patching

• Document troubleshooting steps and resolutions clearly, maintain accurate time entries, and keep knowledge base content current

• Communicate directly with clients on escalated issues in clear, professional, non-technical language

• Mentor and support Level 1 technicians, and contribute to team ticket reviews and process improvements

Minimum 2-3 years of hands-on MSP or help desk experience, including at least 1 year handling escalated / Level 2 tickets

• Strong Microsoft 365 administration and troubleshooting experience

• Experience supporting Google Workspace environments

• Working knowledge of Windows Server, Active Directory, DNS, DHCP, Group Policy, and file permissions

• Basic networking knowledge (IP addressing, DNS, DHCP, VPN, firewalls, switches, Wi-Fi)

• Strong written and verbal communication skills, with the ability to explain technical issues to non-technical users

• Ability to manage multiple tickets and priorities independently in a fast-paced environment

• Able to work on-site full-time - this role is not remote or hybrid

Nice to Have (Not Required)

• Prior MSP experience

• Experience with PSA/RMM tools such as Autotask, ConnectWise, Datto RMM, Kaseya, or NinjaOne

• Experience with Microsoft Entra ID, Intune, or other advanced Microsoft 365 administration

• Relevant certifications such as CompTIA Network+, CompTIA Security+, or a Microsoft 365 credential

Certifications (e.g., CompTIA Network+, Security+, Microsoft 365) are a plus, but not required - don’t let a missing credential stop you from applying., We hire for humble, hungry, and smart: people who ask questions and accept feedback, who take ownership of problems and dig for root causes rather than quick fixes, and who can stay professional and communicate clearly under pressure.

• Dental insurance
• Health insurance
• Paid time off

Application Question(s):

• Our pay range for this role is $27.37-$32.96/hr based on experience. Does this align with your compensation expectations?
• This position requires full-time, in-person work at our office location - it is not remote or hybrid. Are you able and willing to work on-site full-time?