Service Desk Technician Tier 2 (MSP)

Justice IT Consulting•Burleson, TX

3d•Onsite

About The Position

Justice IT Consulting is seeking a Service Desk Technician - Tier 2 to join their team in Burleson, TX. This full-time, in-person role is for individuals who can think independently, troubleshoot methodically, and take ownership of complex technical issues in a fast-paced MSP environment. The company is a premier cybersecurity company and turnkey IT provider serving small businesses, manufacturing, aerospace, and defense contractors throughout Texas. Their mission is to protect clients and their revenue by solving complex problems and tailoring solutions to their unique business, operating by core values such as Secure Without Compromise, Earn Trust Every Day, Lead with Optimism, Deliver Excellent Craftsmanship, Cultivate Personal Growth, and Foster Wow Moments.

Requirements

Strong, methodical troubleshooting skills
Clear and professional communication -- able to "speak both Geek and Human"
Solid understanding of MSP service delivery and support tools
Experience supporting: Windows desktop and server operating systems
Experience supporting: Active Directory and Group Policy
Experience supporting: File shares, DFS, and printer services
Experience supporting: Backup systems and recovery workflows
Experience supporting: Hypervisors and virtualized environments
Experience supporting: Microsoft 365 and Entra ID
Familiarity with ticketing systems, PSA platforms, and RMM tools
Experience supporting firewalls, switches, routers, and core networking concepts
Security-first mindset
Ability to thrive in a fast-paced MSP environment
Valid driver's license and reliable transportation

Nice To Haves

Microsoft certifications
CompTIA Network+ or Security+
CCNA
Experience with EDR
Experience with MFA
Experience with conditional access
Experience with SIEM tools
Experience with Hyper-V or VMware
PowerShell scripting

Responsibilities

Resolve complex issues that cannot be completed at the Tier 1 level
Perform deeper troubleshooting across servers, networking, cloud services, and line-of-business applications
Serve as a technical resource for Tier 1 staff
Take ownership of tickets through resolution whenever possible
Escalate appropriately to senior engineers when issues exceed scope
Manage client expectations, communicate clearly, and ensure smooth handoffs when escalation is necessary
Serve as a primary technical point of contact for escalated client issues
Deliver a calm, professional, solution-focused experience
Troubleshoot across workstations, servers, networking, and cloud platforms
Own problems rather than passing tickets unnecessarily
Manage and resolve tickets using PSA/ticketing systems
Accurately document troubleshooting steps, findings, and resolutions
Maintain clear and up-to-date system documentation
Prevent stale tickets through active management and communication
Review RMM dashboards and alerts
Investigate recurring issues and recommend permanent fixes
Validate automated tasks and remediation processes
Assist with implementations, migrations, upgrades, and documentation
Execute assigned project tasks independently
Identify risks, scope concerns, and dependencies early
Provide guidance to Tier 1 technicians
Follow and help refine SOPs
Maintain strong security awareness
Contribute to operational improvements and service delivery maturity