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DistantJob · 3 months ago

Level 2 Help Desk Technician

United States

Full-time

Remote

Mid Level

3+ years exp

Distantjob is a leading Managed Services Provider known for exceptional customer service. They are seeking a Level 2 Help Desk Technician to provide remote support, manage user accounts, and troubleshoot various technical issues while contributing to a collaborative team environment.

Recruiting

Responsibilities

Remote Support: Remote troubleshooting as part of the primary help desk team. You will be troubleshooting Windows OS, desktop apps (O365, line-of-business), printing, VPN, and SSO (Entra ID, conditional access)

Escalated Support: Handle Level 2 tickets escalated from Tier 1 technicians. This can include desktop, server, and network issues

User Management: Manage onboarding/offboarding, such as configuring user accounts in Active Directory, Microsoft 365, and Google Workspace licenses, device provisioning and MFA and app deployment

Server & Network Support: with Windows Server (2016–2025), Exchange, VPNs, firewalls, routers, and switches, LAN/WAN. Network triage: DHCP/DNS, site-to-site/remote access VPN, VLAN basics, firewall/SW/AP reboots and configuration checks (SonicWALL, Ubiquiti, Fortinet)

Security & Patching: OS patches, antivirus updates. Assist with security monitoring and remediation. Email security hygiene: SPF/DKIM/DMARC checks, quarantine/release workflows (Proofpoint/Sophos or equivalents)

Use Autotask, NinjaOne, and IT Glue

Maintain detailed ticket notes, update internal documentation, and contribute to the knowledge base

Work closely with senior engineers and project teams on deployments and escalations

Communicate efficiently with non-technical users by setting clear expectations and closing the loop

Qualification

O365 administrationActive DirectoryNetworkingDesktopServer OSCloud servicesRMM/PSA platformsConfiguring firewallsCustomer service skillsTicketing toolsCertificationsInterpersonal skillsProblem-solving skills

Required

3+ years of experience as an IT Technician, preferably for an MSP (or serving multiple clients)

O365 administration

Desktop and server operating systems (2016–2025)

Active Directory

Networking (DNS, DHCP, TCP/IP, VLANs)

RMM/PSA platforms and ticketing tools

Configuring and troubleshooting firewalls

Cloud services (Azure, Google Workspace, M365)

Excellent interpersonal, problem-solving, and customer service skills

Preferred

Certifications (Preferred): CompTIA A+, Network+, Security+, Microsoft Certified: Modern Desktop Administrator Associate, Microsoft 365 Certified: Fundamentals (MS-900), Microsoft Certified: Azure Fundamentals (AZ-900), CCNA