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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Support Technician - Service Desk - **Company:** University of Southern Mississippi - **Location:** Allen, TX, United States (Remote available) - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Amazon Web Services, Apple Mac Systems, JIRA, Microsoft Azure, Microsoft Online Services, Business Software, Cloud Computing, CompTIA Network+, Cyber Security, Dynamic Host Configuration Protocol, Domain Name System (DNS), Hyper-V, Issue Tracking Systems, Virtual Private Networks (VPN), Microsoft Windows SDK, Windows Servers, Networking Basics, Remote Desktop Services, Remote Service Software, Microsoft SharePoint, TCP/IP, TeamViewer, Virtualization Technology, Wireless Networks, Remote Desktop Protocol (RDP), Information Technology, Zendesk, User Administration, Servicenow, User Accounts, Vmware - **Published:** September 26, 2026 - **Apply:** https://www.thejobnetwork.com/job/775c4cab-5e77-4654-895e-ee91d03575fa/level-support-technician-service-desk ## About the Role * 3-5 years of experience in IT support, help desk, or a similar technology support role. * Associate degree or higher in Information Technology, Computer Science, or a related field, or equivalent work experience. * Experience troubleshooting hardware, software, networking, and peripheral issues. * Experience supporting both Windows and macOS operating systems. * Experience working with enterprise ticketing systems such as Autotask, Jira, ServiceNow, or Freshdesk. * MSP experience is preferred. Technical Skills * Strong knowledge of Windows Server 2016 and 2019, including Active Directory, DNS, DHCP, and Group Policy management. * Proficiency in networking fundamentals, including TCP/IP, DNS, DHCP, VPN, wireless troubleshooting, and networked peripherals. * Hands-on experience with Microsoft 365 administration, including Exchange, SharePoint, OneDrive, and Teams. * Familiarity with remote desktop and remote support tools, including RDP, TeamViewer, AnyDesk, and VSAX. * Experience with virtualization technologies, including VMware and Hyper-V, and cloud platforms such as Azure and AWS. * Basic understanding of cybersecurity practices, including firewall management, antivirus solutions, endpoint protection, and data protection. Soft Skills * Strong problem-solving skills and attention to detail. * Excellent verbal and written communication skills, with the ability to explain technical information to non-technical users. * Strong customer service orientation and focus on end-user satisfaction. * Ability to work independently and collaboratively while managing multiple priorities in a fast-paced environment. * Effective time management and prioritization in high-pressure situations. * High energy, dependable follow-through, and a commitment to continuous improvement. Preferred Certifications * CompTIA A+ * CompTIA Network+ * Microsoft Certified: Azure Fundamentals * ITIL Foundation certification or familiarity with ITIL best practices. ## Description Our Service Desk is built around high standards, responsive support, strong documentation, and continuous improvement. We are looking for a high-performance technician who can rapidly respond to phone calls, emails, and chats, resolve Tier 1 and Tier 2 issues efficiently, and escalate well-documented higher-tier issues to senior engineers., The Tier 2 Support Technician provides proactive, efficient, and effective technology support to USM clients. This role serves as a key point of contact for end users, resolves Tier 1 and Tier 2 issues, performs advanced troubleshooting, and escalates higher-tier issues with complete documentation. Success is measured by timely resolution, accurate documentation, effective communication, strong client service, and consistent contribution to process improvement., Client Support & Troubleshooting * Provide Tier 1 and Tier 2 support for end users experiencing IT-related issues. * Perform advanced troubleshooting of hardware, software, networking, and peripheral issues both on-site and remotely. * Respond promptly to support requests received by phone, email, chat, and the ticketing system. * Escalate higher-tier issues to senior engineers with complete notes, troubleshooting history, and supporting documentation. Microsoft Platform & User Administration * Manage user accounts, permissions, and email access through Active Directory and Microsoft 365. * Support Microsoft 365 services, including Exchange, SharePoint, OneDrive, and Teams. * Troubleshoot Windows and macOS operating systems and common business applications. * Assist with Windows Server administration, including Active Directory, DNS, DHCP, and Group Policy. Infrastructure & Systems Support * Troubleshoot TCP/IP, DNS, DHCP, VPN, wireless networks, and networked peripherals. * Use remote support tools such as RDP, TeamViewer, AnyDesk, and VSAX to diagnose and resolve issues. * Support virtualization technologies such as VMware and Hyper-V and cloud platforms such as Azure and AWS. * Apply foundational cybersecurity practices involving firewalls, endpoint protection, antivirus solutions, and data protection. Documentation, Collaboration & Team Development * Document issue resolutions, troubleshooting steps, internal processes, and user guidance. * Collaborate with other technology teams to resolve escalated issues and implement sustainable fixes. * Support and train junior IT staff and Tier 1 technicians as needed. * Identify recurring issues and improvement opportunities that strengthen service quality and operational consistency. * Perform other duties as assigned by management to meet organizational needs.