Help Desk Level II Technician

This is a hybrid technical support and field service position. You will work from a combination of our Round Rock office, home, and client locations throughout the Central Texas area.

Providing onsite technical support to our clients is a primary responsibility of this position. If you’re looking for a 100% work-from-home help desk position, this will not be the right fit.

We’re looking for someone who enjoys troubleshooting, takes ownership of problems, communicates well with customers, and is comfortable supporting a variety of technologies and business environments.

What You’ll Do

You’ll be responsible for resolving day-to-day IT issues both remotely and onsite at client locations.

Responsibilities include:

• Provide remote and onsite technical support to business clients
• Travel to client locations as needed to provide hands-on technical support
• Troubleshoot Windows desktops, laptops, servers, and common business applications
• Support Microsoft 365, Outlook, Exchange Online, Teams, OneDrive, and SharePoint
• Manage Microsoft 365 users, licensing, MFA, permissions, and basic Microsoft Entra ID functions
• Troubleshoot Active Directory and Windows user/account issues
• Diagnose network connectivity, DNS, DHCP, TCP/IP, Wi-Fi, VPN, firewall, and switching issues
• Install and configure computers, monitors, printers, switches, wireless access points, and other IT equipment
• Assist with workstation deployments, network installations, equipment replacements, and client projects
• Troubleshoot line-of-business applications and work with third-party software vendors when necessary
• Respond appropriately to suspicious emails, compromised accounts, endpoint security alerts, and other cybersecurity concerns
• Monitor and support client systems using RMM, endpoint security, backup, and other managed-service tools
• Manage assigned service tickets from initial response through resolution
• Clearly document troubleshooting steps, work performed, and resolutions in our ticketing system
• Keep clients informed about the status of their issues
• Recognize when an issue should be escalated and provide complete documentation when escalating

The ideal candidate has 3+ years of professional IT support experience. Previous experience working for an MSP or supporting multiple business environments is strongly preferred.

You should be comfortable working with:

• Windows 11
• Microsoft 365 administration
• Outlook and Exchange Online
• Microsoft Teams
• OneDrive and SharePoint
• Microsoft Entra ID / Azure AD fundamentals
• Active Directory
• MFA and user security
• DNS and DHCP
• TCP/IP and network troubleshooting
• Business-class firewalls, switches, and wireless networks
• VPN troubleshooting
• Endpoint protection and EDR concepts
• Backup and recovery fundamentals
• Remote support and RMM tools
• Ticketing systems
• Basic PowerShell and command-line troubleshooting

Experience with MSP tools and business-class network environments is a plus.

Onsite & Travel Requirements

This is a hybrid position based in Round Rock, Texas, but traveling to client locations is a regular and important part of the job.

Candidates must:

• Live within reasonable commuting distance of Round Rock, Texas
• Have a valid driver’s license
• Have reliable personal transportation
• Be comfortable driving to client locations throughout the Central Texas area as needed
• Be comfortable working independently at client locations
• Be able to transport typical IT equipment such as computers, monitors, switches, wireless access points, and other small network equipment

• Company-paid employee health insurance
• SIMPLE IRA retirement plan
• Paid time off
• Paid holidays
• Mileage reimbursement for authorized business travel
• Technical training and professional development opportunities