Justice IT Consulting · 11 hours ago
Service Desk Technician Tier 2 (MSP)
Burleson, TX
Full-time
Onsite
Mid Level
$60K/yr - $75K/yrJustice IT Consulting is a premier cybersecurity company and turnkey IT provider for small businesses, manufacturing, aerospace, and defense contractor companies throughout the state of Texas. The Service Desk Technician - Tier 2 plays a critical role in resolving complex technical issues and providing guidance to Tier 1 staff to ensure exceptional client satisfaction.
Cloud ComputingConsultingCyber SecurityInformation TechnologyNetwork SecurityVoIP
Responsibilities
Serve as a primary technical point of contact for clients via phone, email, and ticketing systems for escalated or complex issues
Deliver a professional, calm, and solution-focused experience, especially in high-impact or time-sensitive situations
Perform advanced remote troubleshooting across workstations, servers, networking, cloud services, and line-of-business applications
Take ownership of issues through resolution whenever possible, rather than passing tickets unnecessarily
Work, manage, and resolve escalated helpdesk tickets and service requests using the ticketing system
Accurately document all troubleshooting steps, findings, actions taken, and resolutions
Maintain clear, thorough, and up-to-date client and system documentation
Break multi-issue requests into separate tickets to ensure proper tracking and accountability
Actively manage tickets to ensure they do not become stale or lack updates
Review RMM dashboards and alerts and take appropriate remediation actions based on documented processes
Investigate recurring alerts or systemic issues and recommend permanent fixes
Review and validate scheduled and automated tasks to ensure they are functioning as intended
Assist with project delivery as needed, both remotely and onsite, including implementations, migrations, upgrades, and documentation
Execute assigned project tasks independently and communicate progress or blockers to project leads
Identify risks, dependencies, or scope concerns during project work and raise them early
Escalate issues to senior engineers when problems fall outside Tier 2 scope or require specialized expertise
Communicate clearly and proactively with clients regarding ticket status, delays, outages, or changes
Complete timesheets and expense reports accurately and in accordance with SOPs
Identify, communicate, and help mitigate technical or operational risks to the Service Delivery Manager and clients
Follow schedules assigned by the Service Delivery Manager or Service Coordinator
Adhere to Standard Operating Procedures (SOPs) for daily, weekly, and recurring responsibilities
Follow all security procedures and maintain a vigilant posture for potential security issues
Provide guidance and mentorship to Tier 1 technicians when appropriate
Identify opportunities for improvement and contribute constructive suggestions
Participate in process improvements and operational refinement
Perform other duties as assigned by the Service Delivery Coordinator, Service Delivery Manager, or CTO
Qualification
Required
Strong problem-solving skills with the ability to troubleshoot issues methodically and drive them to resolution
Clear and professional communication skills, grounded in active listening and expectation-setting with clients
Solid understanding of how IT services are delivered using modern support tools, processes, and documentation
Strong working knowledge of Windows desktop and server operating systems, business and line-of-business applications, printing systems, file services, and core networking concepts
Ability to troubleshoot and support Windows Server, Active Directory, and Group Policy, file shares, DFS, printer servers, backup systems, recovery workflows, hypervisors, and virtualized environments
Experience providing remote technical support and remediation in live client environments
Ability to document work clearly and thoroughly while actively working tickets
Comfortable typing accurately while speaking with clients
Working knowledge of Microsoft 365, Entra ID (Azure AD), and related cloud services
Familiarity with PowerShell scripting and automation (or strong desire to grow in this area)
Strong security awareness and commitment to following documented security procedures
A genuine desire to deliver an exceptional client experience
Ability to communicate effectively with both technical and non-technical users ('speak both Geek and Human')
Ability to adapt and thrive in a fast-paced MSP environment
Valid driver's license and reliable transportation for onsite client work
Previous experience working in a Managed Service Provider (MSP) or Tier 2 Helpdesk role
Hands-on experience with ticketing systems, PSA platforms, and RMM tools, remote access and support tools, escalation workflows, and root-cause analysis
Experience assisting with new client onboardings (onsite and remote), infrastructure and network projects, patch management, and maintenance activities
Experience configuring or supporting firewalls, switches, routers, backup, and disaster recovery systems
Familiarity with network documentation, asset inventories, and environment diagrams
Interest in contributing to SOP development, process improvement, and operational maturity
Preferred
Microsoft Certifications (preferred), such as:
Microsoft Certified: Windows Server Hybrid Administrator Associate
Microsoft Certified: Endpoint Administrator Associate
Microsoft Certified: Identity and Access Administrator Associate
Microsoft 365 Certified: Enterprise Administrator Expert (or working toward)
CompTIA Network+ (or equivalent experience)
Cisco CCNA (or practical switching/routing experience in MSP environments)
CompTIA Security+
Microsoft Certified: Security Operations Analyst Associate
Familiarity with security tools such as EDR, MFA, conditional access, and SIEM platforms
Experience with Hyper-V, VMware, or similar platforms
Benefits
401(k)
401(k) matching
Dental insurance
Health insurance
Life insurance
Paid time off
Professional development assistance
Referral program
Retirement plan
Vision insurance
Company
Justice IT Consulting
Justice IT Consulting provides IT consulting, computer support, and network services for businesses.
Founded in 2003
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase