Help Desk Technician Tier 2

International Computer Sciences Inc

Annapolis, MD

JOB DETAILS
SKILLS
Amazon Web Services (AWS), Analysis Skills, Barracuda, Business Solutions, Cisco Network Systems, Cloud Computing, Communication Skills, CompTIA - Computing Technology Industry Association, CompTIA A+, CompTIA Network+, Computer Security, Corporate Policies, Customer Satisfaction, Customer Support/Service, DHCP (Dynamic Host Configuration Protocol), DNS (Domain Name System), Dental Insurance, Documentation, Health Insurance, Help Desk, Identify Issues, Lift/Move 50 Pounds, Mac Operating System, Maintain Compliance, Management of Information Systems/Technology (MIS), Manufacturing Data Management, Microsoft Active Directory, Microsoft Certifications, Microsoft Exchange Server, Microsoft Office, Microsoft Product Family, Microsoft SharePoint, Microsoft Windows Azure, Microsoft Windows Operating System, Microsoft Windows Server, Mobile Devices, Multitasking, Network Security, Operating Systems, Patient Assessment, Problem Solving Skills, Security Infrastructure, Server Support, SonicWALL, Systems Maintenance, Technical Support, Training/Teaching, VLAN (Virtual Local Area Network), Vision Plan, Wi-Fi
LOCATION
Annapolis, MD
POSTED
30+ days ago
Benefits:
  • 401(k) matching
  • Bonus based on performance
  • Company car
  • Competitive salary
  • Dental insurance
  • Free food & snacks
  • Health insurance
  • Opportunity for advancement
  • Paid time off
  • Training & development
  • Vision insurance

Job Title: Help Desk Technician– Tier 2 
 
Full time – In Office - Annapolis, MD

About us
: ICSI is a leading Managed Service Provider (MSP) dedicated to delivering top-notch IT solutions to our clients. We pride ourselves on our commitment to excellence and our ability to solve complex IT challenges. Our team includes experts from ICSI, a leader in managed IT services, known for increasing IT and security maturity levels.
 
Essential Duties & Responsibilities:
  • Diagnose and resolve technical issues, including Microsoft core business applications and operating systems. 
  • Deliver comprehensive troubleshooting and backend support to end users. 
  • Troubleshoot and resolve complex workstation issues and provide general server support. 
  • Perform initial triage for network degradation, outages, compromised accounts, and other critical technical incidents. 
  • Support Microsoft technologies such as Windows Server, Exchange, and SharePoint. 
  • Maintain and update system documentation within ConnectWise and IT Glue. 
  • Enhance customer satisfaction through high‑quality service and support. 
  • Ensure compliance with all company policies and procedures. 
  • Carry out additional duties as assigned by the supervisor. 
  • Participate in the on‑call rotation during non‑business hours.
 Knowledge/Skills:


  • Strong diagnostic and troubleshooting skills for a wide range of technical issues.
  • Networking knowledge (DHCP, DNS, Wi-Fi setup, VLAN concepts).
  • Strong knowledge with Microsoft 365, Entra ID/Azure AD, and user provisioning workflows.
  • Solid understanding of Windows and macOS operating systems, networking fundamentals, and common business applications.
  • Excellent analytical, problem‑solving, and communication skills.
  • Ability to work independently as well as collaboratively within a team.
  • Relevant certifications such as CompTIA A+, Network+, or Microsoft certifications are a plus.
  • Strong customer service orientation with the ability to manage multiple tasks and adapt quickly to change.
  • Prior experience with ConnectWise is a plus.
 
Experience with:
  • Windows Server (2012+) / Active Directory
  • Windows 10 & 11
  • Office 365 / Microsoft 365 / Entra ID
  • Backup solutions: Datto, Veeam
  • Network/security: SonicWall, Cisco Meraki
  • Security platforms: SentinelOne, Webroot, Barracuda, Avanan
  • Mobile device management: Intune/MDM
 Qualifications:
  • Proven experience in an IT support role, preferably within an MSP environment.
  • Hands‑on experience with Microsoft 365, Exchange, and Active Directory.
  • Experience supporting cloud environments (Azure, AWS, Google Cloud) is a plus.
  • Demonstrated ability to diagnose and resolve technical issues efficiently and professionally.
 Benefits/Perks
  • Competitive compensation
  • Fun, supportive workplace culture
  • Pay commensurate with experience and qualifications
  • Opportunities for career development and advancement
  • Engaging, fast‑paced MSP environment
Physical Requirements:
  • Regular, reliable attendance
  • Ability to lift and carry up to 50 lbs
  • Ability to communicate clearly over the phone

About the Company

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International Computer Sciences Inc