Onsite IT Service Desk Specialist - Tier II

Executech•Winter Park, CO

9d•Hybrid

About The Position

Executech is a well-established IT consulting firm. We’re seeking a Tier 2 IT Onsite & Service Desk Specialist to deliver advanced technical support remotely, with regular onsite visits. In this role, you’ll troubleshoot complex issues, mentor Tier 1 team members, and partner with internal teams to provide an excellent client experience. Broad exposure: Support diverse clients, tools, and environments—learn in one year what might take five elsewhere. Growth culture: Mentorship, certifications, and advancement opportunities. Strong team: Collaborative, friendly, and focused on great client outcomes. As a Tier 2 Onsite & Service Desk Specialist, you will deliver high-quality support across remote and onsite work:

Requirements

Experience: 2–4 years in a help desk/service desk or MSP environment, with proven Tier 2 troubleshooting capability.
Endpoints: Windows 10/11, macOS, imaging, profiles, and application deployment.
Microsoft 365: Administration in Exchange Online, SharePoint, and Teams (basic PowerShell a plus).
Identity: Azure AD / Entra ID, MFA, and conditional access fundamentals.
Networking: TCP/IP, DNS, DHCP, VPNs, VLANs, Wi‑Fi; basic understanding of firewall rules.
Servers: Fundamentals of Active Directory, file/print services, permissions; backup/restore basics.
Tools: RMM, ticketing/ITSM, documentation, and remote support tools.
Strong communication, empathy, and client service mindset.
Responsive, organized, and able to manage multiple priorities with urgency.
Strong problem-solving skills and a continuous improvement approach.

Nice To Haves

MSP experience with SLAs, multi-tenant tooling, and PSA platforms.
Certifications (CompTIA A+/Network+/Security+, Microsoft 365 Fundamentals/Administrator, ITIL Foundation).
PowerShell scripting, Intune/MDM experience.
Exposure to security tools (EDR) and backup solutions.

Responsibilities

Travel to client locations to perform onsite support for computer and network hardware/software (approximately 50% of your week).
Manage tickets, chats, emails, and calls while meeting SLAs and providing clear, timely updates.
Diagnose and resolve issues related to networking (Layer 2/3 fundamentals, VLANs, VPNs, DHCP/DNS), endpoint management, printers, and line-of-business applications.
Administer and support Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive), identity/access, and basic security configurations.
Perform user lifecycle tasks (provisioning, offboarding, permissions, Group Policy and/or Intune configuration).
Use RMM and ITSM tools for monitoring, remote support, patching, and scripting to deliver consistent, repeatable outcomes.
Document solutions, create and maintain knowledge base articles, and contribute to root cause analysis and problem management.
Recommend upgrades or improvements to the client Professional Services Engineer (PSE) to enhance network/system performance and overall client experience.
Coordinate with vendors and internal teams on escalations and project work as needed.