IT Support Specialist II

We are a small, experienced team where your work matters. You will not be buried in a large corporate help desk or treated like a ticket-processing machine. You will work directly with clients, solve real problems, and help businesses stay productive and secure., We are looking for an experienced IT Support Specialist II who can handle escalated support issues, communicate clearly with clients, and work across multiple business environments with good judgment and follow-through.

This is a remote work-from-home position, but the ideal candidate should be based in the San Diego area to be able to perform weekly on-site client work.

This role is a strong fit for someone who already has hands-on IT support experience, understands the pace and variety of MSP work, and can take ownership of tickets without needing every step spelled out.

WHAT YOU WILL DO

• Resolve escalated support tickets across multiple client environments

• Troubleshoot Windows, macOS, Microsoft 365, Google Workspace, networking, printers, line-of-business applications, and endpoint issues

• Support user onboarding and offboarding, including account setup, permissions, workstation preparation, and access changes

• Diagnose common network issues involving DNS, DHCP, VPN, Wi-Fi, firewalls, switches, and basic routing

• Assist with Microsoft 365 administration, email troubleshooting, MFA, security settings, and user management

• Provide clear client communication by phone, email, and remote support tools

• Document work accurately in our ticketing system and maintain useful client notes

• Escalate appropriately while still owning communication and follow-up

• Participate in an on-call rotation shared across the support team

• Help improve internal processes, documentation, and recurring client issue patterns

Do you have a valid Driver’s License license?, Do you have experience in macOS?, 5+ years of professional IT support experience

• 1+ year of MSP experience

• Strong working knowledge of Windows 10/11 and macOS support

• Experience administering Microsoft 365 and/or Google Workspace

• Solid understanding of Active Directory, Entra ID/Azure AD basics, DNS, DHCP, VPN, and general networking concepts

• Comfortable supporting multiple clients with different environments, priorities, and personalities

• Strong written and verbal communication skills

• Ability to stay organized, document clearly, and follow through without constant reminders

• A service-first mindset with the judgment to balance speed, quality, and client experience

• Must be based in or near the San Diego area for weekly on-site client work

• Valid driver’s license and reliable transportation

NICE TO HAVE

• Experience with RMM tools such as NinjaOne, Datto RMM, ConnectWise Automate, or similar

• Experience with PSA or ticketing systems such as Accelo, Autotask, ConnectWise, Zendesk, or Freshdesk

• Familiarity with Cisco Meraki, Ubiquiti, SonicWall, Fortinet, or similar networking platforms

• Experience with endpoint security, backup tools, phishing/security awareness tools, or basic cybersecurity workflows

• CompTIA Network+, Security+, Microsoft, Google, or similar certifications

• Experience mentoring junior technicians or helping improve team documentation

Pulled from the full job description

• Professional development assistance
• Health insurance
• Paid time off
• Internet reimbursement
• Work from home

SDTEK is a managed service provider that has been delivering first-class IT services since 2007. Our team supports businesses across Southern California and beyond, handling day-to-day IT support, cybersecurity, cloud services, backup and disaster recovery, network infrastructure, and proactive technology planning.