Service Desk Technician - II

nuvioIT is a managed security and compliance provider serving Defense Industrial Base (DIB) contractors across Hampton Roads. We’re looking for a Service Desk Technician II to be a key escalation point for client support - someone who can own tougher tickets, work directly in client Microsoft 365 and Azure environments, and help keep our DIB clients secure and running.

This isn’t a pure desk-side role. You’ll be hands-on across Intune, Entra ID, and managed endpoints, often in compliance-driven (CMMC / GCC High) environments. If you like solving problems that go beyond password resets and want to grow into security and compliance work, this is a good fit.

What You’ll Do

• Serve as the Tier 2 escalation point for tickets the Tier 1 team can’t resolve
• Troubleshoot Windows desktops/laptops, Microsoft 365, Entra ID, Intune, and common business applications
• Support endpoint management - device enrollment, configuration profiles, patching, and compliance policies
• Diagnose network, printer, VPN, and connectivity issues
• Manage user lifecycle tasks (onboarding/offboarding, access changes, MFA/conditional access)
• Document resolutions clearly in the ticketing/PSA system and contribute to the knowledge base
• Work within our RMM platform to monitor, patch, and remediate endpoints
• Escalate to senior engineers when issues require deeper security or infrastructure work
• Maintain professional, responsive communication with client end users

Do you have experience in Windows?, * 3+ years in IT support, with at least 1 year at a Tier 2 / escalation level

• Strong working knowledge of Windows 10/11 and Microsoft 365 administration
• Hands-on experience with Entra ID (Azure AD) and Intune
• Solid networking fundamentals (DNS, DHCP, VPN, TCP/IP)
• Comfortable working independently and managing a ticket queue
• Clear written and verbal communication
• Ability to pass a background check; U.S. person status required for DIB client work

Preferred

• Experience in an MSP/MSSP environment
• Exposure to CMMC, NIST 800-171, or GCC High / Azure Government
• Certifications such as CompTIA Security+, MS-102, or AZ-104
• Familiarity with RMM/PSA tools

• Real growth path into security operations and compliance (CMMC/SOC work)
• Cert reimbursement and dedicated time to develop skills
• Small, capable team where your work matters
• Direct exposure to the fast-growing DIB security market

Pay: $50,000.00 - $60,000.00 per year