Service Desk Technician II

This is a fully remote position, open to applicants in United States.

📋 Description

• Independently address escalated issues related to Windows 10/11, Microsoft 365, Exchange Online, Outlook, Teams, OneDrive, applications, printers, VPN, and RDS.

• Investigate standard Windows Server services, Active Directory, Entra ID, device enrollment, and network connectivity challenges.

• Execute authorized modifications for accounts, mailboxes, licensing, groups, devices, and endpoint management.

• Utilize logs, monitoring tools, remote diagnostics, and repeatable tests to identify failures and verify recovery processes.

• Assist with onboarding and offboarding workflows, as well as remote deployment or device configuration troubleshooting.

• Recognize common failure patterns and document reusable troubleshooting procedures.

• Support Technician I staff with diagnostics, escalation quality, and technical inquiries.

• Manage assigned client issues or service workflows until completion or documented handoff; provide timely updates and clear next steps.

• Keep thorough and accurate records in approved service management systems, including ticket notes, work performed, client communications, and relevant time entries.

• Adhere to established security, identity verification, confidentiality, escalation, and change management protocols.

• Implement authorized changes within established client configurations; escalate architectural or redesign requirements to the appropriate engineering resource.

⛳️ Requirements

• 3-5 years of experience in MSP/service desk or a similar support role, demonstrating independent issue resolution.

• Proficient understanding of Windows Server and endpoints, Microsoft 365 administration, Active Directory/Entra ID, MFA, DNS, DHCP, VPN, TCP/IP, and remote access.

• Strong ability in independent troubleshooting, ticket management, and client-facing communication.

• Preferred: Experience in MSP or high-volume customer support; familiarity with ConnectWise or similar PSA and RMM tools.

• Preferred: CompTIA Network+, Security+, Azure Fundamentals, Microsoft role-aligned certifications, or equivalent experience.

• A reliable home office setup and the capability to work independently while collaborating with a distributed team.

• Availability for on-call duties.

🏝️ Benefits

• Annual salary with opportunities for quarterly bonuses, contingent on role and eligibility.

• Progressive and flexible paid time off.

• Options for medical, dental, vision, life, and disability benefits.

• Tax-deferred retirement plan with company matching, subject to plan terms.

• Opportunities for career development, technical learning, and coaching.

• A collaborative team environment offering chances for growth within CompassMSP.