Service Desk Technician II

• Respond to escalated tickets from Level 1 and provide timely resolution within SLA
• Troubleshoot Windows OS, Microsoft 365, email, remote access, and user access issues
• Perform standard Active Directory xrbllit tasks (password resets, unlocks, group membership, profile paths)
• Assist with server-related support activities under guidance of senior engineers (folder permissions, account provisioning, login failures, RDP access issues, etc.)
• Support users connecting through Remote Desktop Gateway / VPN and troubleshoot session, credential, or MFA issues
• Deploy, configure, and support workstation hardware, approved applications, and peripheral devices
• Assist with patching, updates, and scheduled maintenance tasks as assigned
• Document tickets, resolutions, and SOP revisions accurately in the ticketing system

The Service Desk Technician II will be part of our support team providing exceptional customer service by focusing on finding the right solution with each client. The successful candidate will be a natural troubleshooter with the ability to also escalate issues proactively when needed. This is a remote role. Occasional travel to local client sites is required and on-call availability may be required, which would be scheduled in advance.

Seeking a detail-oriented self-starter who takes ownership of your job responsibilities, and can communicate effectively with teammates, clients, and vendors. You work best in a bold, fast-paced environment. You enjoy organization metrics, analytics, team camaraderie, and multitasking while maintaining a positive attitude!

Qualifications for the position include:

• 2-3+ years of recent experience providing technical support in an MSP or corporate IT environment
• Proficient with Windows 10/11 and basic Windows Server administration (2016 or higher)
• Experience performing common server tasks: user and group management, shared folder permissions, log review, service restarts, basic troubleshooting of AD/DNS/DHCP issues
• Working knowledge of Microsoft 365 administration (license assignments, mailbox management, MFA, Teams/SharePoint basics)
• Familiarity with Remote Desktop Services / Remote Desktop Gateway (user access issues, session resets, profile issues)
• Understanding of core networking concepts (DNS, DHCP, VPN, IP addressing, basic firewall troubleshooting)
• Experience supporting desktops, laptops, printers, mobile devices, and standard business software
• Strong customer service, communication, and documentation skills
• Preferred certifications: CompTIA Security+, Network+, Azure Fundamentals, or equivalent (or in progress)
• Valid driver’s license may be required for onsite client support (if applicable)

• Competitive salary
• Quarterly bonuses
• Flexible, unlimited PTO
• Medical/Dental/Vision/Life/Disability coverages available
• 401(k) with company match
• Career Development and Coaching
• 50,000 - 60,000 USD Annual

CompassMSP is a rapidly expanding, award-winning technology solutions provider in the booming managed services space. Our vision is to be the North American leader in delivering and supporting technology solutions for small & mid-sized businesses, and we are driven by our mission and core values to be a great place to work and a great company to work with. We have garnered top industry recognition for our thought leadership, growth, and workplace culture. What we are looking for