We are a family-owned Managed Services Provider hiring a Service Desk Specialist Level 2 to support small and mid-sized business clients across multiple environments.This role is ideal for someone with MSP experience who has moved beyond basic help desk support and is ready to continue building a stronger Tier 2 skill set. You will support Microsoft 365, Exchange Online, Active Directory, Entra ID, basic networking, endpoints, business applications, and client troubleshooting in a fast-paced service desk environment.RESPONSIBILITIESMonitor and respond to service desk tickets in a timely mannerProvide support for Microsoft Office, Outlook, Microsoft 365, hardware, software, and business applicationsTroubleshoot end-user issues by phone, remote tools, and ticketing systemsSupport Microsoft 365, Exchange Online, Active Directory, Entra ID, and basic Group Policy tasksTroubleshoot basic LAN/WAN, connectivity, Wi‑Fi, VPN, and endpoint issuesConfigure and troubleshoot workstations, thin clients, iPads, mobile devices, and other endpoint hardwareAssist with Intune-based mobile device and endpoint supportUse PSA and RMM tools to manage tickets, time entries, documentation, and follow‑upIdentify recurring user issues and help document long‑term fixesCreate and maintain documentation, FAQs, troubleshooting notes, and resolution stepsEscalate complex issues internally or with vendors such as Microsoft and Dell when neededREQUIRED EXPERIENCEExperience working for a Managed Service Provider or supporting multiple SMB client environments2+ years of recent service desk, help desk, or IT support experienceMicrosoft 365 and Exchange Online administration experienceExperience with Active Directory, Entra ID, users, groups, permissions, and basic Group PolicyBasic LAN/WAN troubleshooting experienceExperience supporting Microsoft Office, Outlook, business applications, and endpoint hardwareFamiliarity with Windows Server, routers, switches, firewalls, VoIP, or IP‑based environmentsStrong communication skills, documentation habits, and client‑service mindsetAbility to work with urgency while keeping tickets, time entries, and client updates accurateBENEFITSHealth, Dental, and Vision Insurance 100% covered by company401(k) with company matchGenerous PTOBi‑annual performance‑based bonusesProfit SharingPaid certifications and performance goal plan#J-18808-Ljbffr