CompassMSP · 1 day ago
Service Desk Technician - II
Coral Gables, FL
Full-time
Hybrid
Entry, Mid Level
$60K/yr - $70K/yr
2+ years expCompassMSP is a rapidly expanding, award-winning technology solutions provider in the managed services space. The Service Desk Technician II will provide exceptional customer service and technical support, troubleshooting issues and escalating when necessary, while working in a hybrid environment that includes both remote and in-office responsibilities.
Information Technology & Services
Responsibilities
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 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
Qualification
Required
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
Valid driver's license may be required for onsite client support (if applicable)
Preferred
Preferred certifications: CompTIA Security+, Network+, Azure Fundamentals, or equivalent (or in progress)
Benefits
401(k)
401(k) matching
Dental insurance
Health insurance
Life insurance
Paid time off
Referral program
Vision insurance
Company
CompassMSP
In a world where tech often forgets the humans it’s built for, we break the mold.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Ari Santiago
Chief Executive Officer
Bill Campbell
vCIO - Virtual Chief Information Officer
Company data provided by crunchbase