Support Technician I (L2 – MSP)

Location: Hybrid (MD / VA / DC Area)

Employment Type: Full-Time | Non-Exempt

Salary: $60,000 – $65,000

Department: Service

Reports To: Service Manager

Work Schedule & Logistics

Hybrid Schedule:

• First 30 days: 100% onsite
• After 30 days: 1 day/week work-from-home
• After 60 days: 2 days/week work-from-home
• After 90 days: 3 days/week work-from-home

On-Call Rotation:

• One week every six weeks
• Overtime eligible for on-call hours

Travel Requirements:

• Valid driver’s license required
• Reliable personal transportation required
• Travel to client sites throughout Maryland, Virginia, and DC area (as needed)
• Mileage reimbursement provided

Position Overview

The Support Technician II provides advanced technical support and serves as a key escalation point within the Service team. This role requires strong troubleshooting skills, excellent communication, and the ability to resolve complex IT issues efficiently while mentoring Tier 1 technicians and supporting ongoing service improvements.

Key Responsibilities

• Provide second-level support for hardware, software, network, and security-related issues
• Troubleshoot complex problems beyond Tier 1 scope, including firewall, VPN, routing, wireless, and security issues
• Support Windows 10/11, Windows Server, Microsoft 365, Active Directory, and Entra ID (Azure AD) environments
• Self-dispatch and manage service tickets through full lifecycle with proactive client communication
• Serve as escalation point for Support Technician I and provide coaching when needed
• Maintain accurate documentation and contribute to internal and client knowledge bases
• Promote and enforce IT security best practices
• Provide on-site support when remote resolution is insufficient (less than 20% travel)
• Participate in infrastructure projects including upgrades, migrations, and technology rollouts
• Collaborate with senior engineers to resolve complex issues and improve internal processes

Qualifications

Required:

• High School Diploma or GED
• A+ Certification
• Valid driver’s license and reliable transportation
• Strong troubleshooting and diagnostic ability

Preferred:

• Network+ and Security+ certifications
• Prior MSP or IT support experience

Technical Knowledge:

• Windows operating systems and Windows Server
• Microsoft 365
• Active Directory and Entra ID (Azure AD)
• Networking fundamentals, VPNs, firewall configuration
• Business applications and printing systems

Skills & Attributes

• Strong verbal and written communication
• Ability to explain technical concepts to non-technical users
• Effective multitasking and prioritization
• Team-oriented with strong documentation discipline
• Self-motivated and adaptable in a fast-paced environment

Continuing Education

• Network+ and Security+ certifications expected while in role (timeline determined with manager)
• Ongoing training provided
• Additional certifications may be required based on business needs

Work Environment

• Primarily office-based with prolonged sitting
• Occasional lifting up to 20 pounds
• Moderate noise environment
• Travel to client sites as needed (less than 20%)
• Participation in on-call rotation and overtime based on business needs