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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Technician - Tier 2 - **Company:** INDIRECT IT INC - **Location:** White Plains, MD, United States (Remote available) - **Experience:** Experienced - **Salary:** $65,000.0 - $85,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Apple IOS, Apple Mac Systems, Microsoft Online Services, Business Software, Microsoft Outlook, Desktop Computing, Distributed Systems, Domain Name System (DNS), Multi-Factor Authentication, Identity and Access Management, Issue Tracking Systems, Virtual Private Networks (VPN), Windows PowerShell, Azure Active Directory, Microsoft SharePoint, Software Deployment, Office365, Peripherals, Microsoft InTune, Patch Management, User Accounts - **Published:** June 14, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=d14acde5d3485da5 ## About the Role Do you have experience in macOS administration?, This is a hands-on support role focused on troubleshooting, customer service, and technical problem solving. The successful candidate will have experience supporting Microsoft cloud environments, user identity and access management, endpoint devices, and common business applications within an MSP or enterprise environment. The ideal candidate enjoys working directly with users, investigating complex issues, documenting solutions, and delivering a high-quality support experience., * 3+ years of IT support experience * 2+ years supporting Microsoft 365 environments * Strong Microsoft Entra ID experience * Strong Windows 10 and Windows 11 troubleshooting experience * Experience supporting remote users and distributed environments * Experience using RMM or endpoint management platforms * Experience working within a ticketing system * Excellent customer service and communication skills * Ability to independently manage and prioritize multiple tasks Technical Skills * Microsoft 365 Administration * Microsoft Entra ID Administration * Exchange Online * Microsoft Teams * SharePoint Online * OneDrive for Business * Multi-Factor Authentication (MFA) * Conditional Access troubleshooting * Windows 10/11 administration and support * Active Directory fundamentals * DNS fundamentals * TCP/IP networking fundamentals * Basic PowerShell knowledge Preferred Qualifications * Previous MSP experience strongly preferred * Experience supporting multiple client environments simultaneously * Experience with Microsoft Intune * Experience with Microsoft Defender products * Experience with NinjaOne, ConnectWise, ScreenConnect, or similar platforms * Experience supporting Microsoft GCC or GCC High environments * Experience supporting macOS and iOS devices * Security+, Microsoft certifications, or equivalent industry certifications * Familiarity with NIST 800-171, CMMC, or compliance-driven environments What Success Looks Like * Consistently resolves support requests with minimal supervision * Maintains excellent customer satisfaction * Produces thorough ticket documentation * Demonstrates strong troubleshooting methodology * Identifies recurring issues and contributes to long-term solutions * Effectively manages workload and priorities in a fast-paced MSP environment * Collaborates well with team members and clients ## Description This position is responsible for providing day-to-day support for end users across Microsoft 365, Entra ID, Windows 11, endpoint management platforms, and business applications. The ideal candidate is comfortable handling both Tier 1 and Tier 2 support requests while independently managing tickets from intake through resolution., Microsoft Entra ID & Identity Management * Provision, modify, and disable user accounts * Manage Microsoft 365 licensing and group memberships * Troubleshoot user access issues across Microsoft 365 services * Support MFA enrollment and authentication troubleshooting * Investigate Conditional Access policy impacts and sign-in failures * Troubleshoot security groups, Microsoft 365 groups, and role assignments * Support onboarding and offboarding processes Microsoft 365 Administration & Support * Troubleshoot Exchange Online mail flow and mailbox issues * Manage shared mailboxes, distribution groups, and permissions * Support Outlook desktop and Outlook Web Access * Troubleshoot Teams meetings, calling, chat, and collaboration issues * Support SharePoint Online and OneDrive access, sync, and permissions issues * Assist with Microsoft Defender and security-related investigations * Resolve licensing, provisioning, and application access issues Windows 11 Endpoint Support * Diagnose and resolve operating system issues * Troubleshoot application crashes, performance issues, and profile problems * Support printers, peripherals, and workstation hardware * Perform software installations and updates * Troubleshoot networking, VPN, and connectivity issues * Support endpoint security and patch management activities RMM & Endpoint Management * Utilize RMM tools to monitor and support managed devices * Deploy software and updates using RMM platforms * Investigate monitoring alerts and perform remediation * Support remote troubleshooting sessions * Assist with endpoint automation and scripting initiatives Apple Device Support * Troubleshoot macOS operating system issues * Support iPhone and iPad users * Assist with Apple Business Manager enrolled devices * Support Microsoft 365 applications on Apple platforms Customer Support & Service Delivery * Manage support requests through a ticketing system * Maintain accurate ticket documentation and time entries * Communicate effectively with users throughout the troubleshooting process * Contribute to internal knowledge base documentation * Follow established operational procedures and security standards * Deliver excellent customer service while maintaining productivity goals * Manage Microsoft 365 licensing and group memberships * Troubleshoot user access issues across Microsoft 365 services * Support MFA enrollment and authentication troubleshooting * Investigate Conditional Access policy impacts and sign-in failures * Troubleshoot security groups, Microsoft 365 groups, and role assignments * Support onboarding and offboarding processes ## Related Videos - [Xcode development redefAIned](https://www.wearedevelopers.com/videos/100195-xcode-development-redefained) - [Building a Cross-Platform BLE Client with Kotlin Multiplatform and Kable](https://www.wearedevelopers.com/videos/100250-building-a-cross-platform-ble-client-with-kotlin-multiplatform-and-kable) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Harnessing Apple Intelligence: Live Coding with Swift for iOS](https://www.wearedevelopers.com/videos/1515-harnessing-apple-intelligence-live-coding-with-swift-for-ios) - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [Closing Keynote by Joel Spolsky](https://www.wearedevelopers.com/videos/615-closing-keynote-by-joel-spolsky) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Mastering Remote Work: Tips for Developers](https://www.wearedevelopers.com/magazine/558-mastering-remote-work-tips-for-developers) - [Should Tech Managers Be Developers First? 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