Tier 2 Support/Helpdesk Tech
Location: Green Bay, WI – Candidates should be located within 10 miles
Employment Type: Full-Time
Logistics: Onsite, with travel to client sites as needed
Compensation: 55k - 60k
Benefits: $250/month healthcare stipend; PTO and paid holidays
3+ years of Managed Service Provider (MSP) experience required. Candidates should currently be working in an MSP environment.
About the Role
We are seeking an experienced Tier 2 Support/Helpdesk Tech to provide advanced technical support across multiple client environments. You’ll take ownership of complex tickets, troubleshoot hardware, software, Microsoft 365, server, and networking issues, and provide both remote and onsite client support.
Role Responsibilities
- Provide Tier 2 technical support and troubleshoot incoming tickets.
- Resolve hardware, software, Microsoft 365, server, and network issues.
- Administer Microsoft 365, Active Directory, Entra ID, users, permissions, and Group Policy.
- Support Windows workstations, laptops, and servers.
- Troubleshoot DNS, DHCP, TCP/IP, VPNs, Wi-Fi, switches, and firewalls.
- Manage tickets through resolution and communicate directly with clients.
- Provide onsite client support as needed.
- Assist with deployments, migrations, upgrades, and technology projects.
- Maintain accurate technical and client documentation.
Required Experience & Qualifications
- 3–5 years of professional IT support experience.
- 3+ years of MSP experience and currently working within an MSP.
- Strong troubleshooting skills across computer systems, software, and hardware.
- Hands-on Microsoft 365, Active Directory, and Entra ID experience.
- Working knowledge of Windows Server and network infrastructure.
- Strong customer service and communication skills.
- Ability to independently manage and prioritize multiple tickets.
Preferred Qualifications
- Experience with 3CX or similar VoIP platforms.
- Exposure to Azure, Intune, virtualization, backup/disaster recovery, and cybersecurity tools.
- Experience with RMM, PSA/ticketing, and remote support platforms.
- Associate’s degree in Information Technology or equivalent work experience.
Benefits
- Health, dental, and vision insurance
- $250/month healthcare stipend, which can be retained if already insured
- 10 days PTO, including sick time
- Paid holidays, including Christmas Eve, New Year’s Eve, day after New Year’s, Thanksgiving, December 26–27, July 4th, Good Friday, Labor Day, and Memorial Day
- $120/month cell phone reimbursement
- Life insurance
- Short-term and long-term disability
- Critical illness insurance
- Accident insurance