Senior Help Desk Engineer

PJ Networks • Charlottesville, VA

2d • Remote

About The Position

PJ Networks is a Managed Services Provider (MSP) looking for an experienced Help Desk Engineer to join our support team as a Tier 2/3 escalation point. You'll be responsible for remotely monitoring, managing, and supporting client infrastructure — including servers, hypervisors, and workstations — while serving as the go-to resource when front-line technicians need backup on complex issues. This isn't a "reboot and close the ticket" role. You'll be working across multiple client environments, managing and improving our remote monitoring systems, supporting security policies, and helping shape how we deliver reliable, proactive IT support. You'll work closely with our help desk team, field engineers, and dispatch to ensure every client receives fast, knowledgeable service. If you enjoy digging into complex problems, improving systems and processes, and being the person the team turns to when they're stuck — this is the role for you.

Requirements

• Minimum 3 years of experience in IT support, systems administration, or a similar role
• Strong knowledge of Windows Server operating systems (2016–2025)
• Experience with Active Directory, Group Policy, DNS, and DHCP
• Experience managing hypervisors (Hyper-V and/or VMware)
• Experience administering and troubleshooting Microsoft 365 tenants and services
• Excellent communication skills — you can explain technical issues clearly to both technical and non-technical audiences

Nice To Haves

• Previous MSP or IT consulting experience strongly preferred
• Experience with RMM platforms and PSA tools
• Experience with firewalls and/or network infrastructure management
• Experience with backup and disaster recovery platforms
• Experience with endpoint protection platforms
• Experience with Microsoft Entra ID, Intune, and Conditional Access policies
• Current industry certifications (CompTIA Network+, Security+, Microsoft certifications, or similar)
• Scripting or automation experience (PowerShell, Python, or similar)
• Experience developing SOPs and technical documentation

Responsibilities

• Utilize existing RMM tools to monitor client hardware, software, and network health across multiple environments
• Remotely manage, support, and update servers, hypervisors, and workstations
• Create new systems and methods of monitoring as needed to improve proactive support and reduce client downtime
• Respond to and triage monitoring alerts, identifying and resolving issues before they impact client operations
• Maintain and update documentation for client systems, configurations, and procedures
• Serve as the Tier 2/3 escalation point for front-line help desk engineers when issues exceed their scope
• Provide technical assistance over the phone and remotely for clients with complex hardware or software problems
• Troubleshoot and resolve issues across Windows Server, Active Directory, Microsoft 365, networking, and line-of-business applications
• Collaborate with the team to ensure timely resolution and clear communication on escalated issues

Benefits

• Retirement Plan
• Paid time off
• Health insurance
• Dental insurance

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed