Helpdesk Support Technician

MIS Solutions, Inc. is a high-growth, entrepreneurial, information technology (IT) service firm offering unparalleled opportunities to advance your career. Join our team of friendly, high-energy professionals who love what they do! CRN Magazine has recognized MIS Solutions as one of the top 150 fastest growing Managed Service Providers in the United States.

Job Title: Helpdesk Support Technician (Level 2)

Reports to: Support Manager

Location: Suwanee, GA

We are seeking a Level 2 Helpdesk Support Specialist to join our dynamic workforce and help us reach new heights. This career opportunity is perfect for those who aim to join a team committed to fostering strong relationships, high accountability, and collaborative teamwork.

Duties and responsibilities

• Responsible for resolving moderately complex technical issues
• Collaborate with internal and external teams
• Mentor Level 1 technicians and often directly with client end-users and systems to ensure client satisfaction
• Participate in security incident response
• Provide technical guidance and drive continuous improvement initiatives

Requirements

1. Endpoint and Desktop Support

• Strong knowledge of Windows 10/11
• Proficiency with Microsoft 365 (email setup, Outlook troubleshooting, Teams)
• Printer/networked device support
• Malware removal, endpoint protection tools
• Disk imaging / user profile migration

2. Network Fundamentals

• Understanding of:
• DNS, DHCP, TCP/IP
• VPN configuration and troubleshooting
• Firewall basics
• LAN/WAN connectivity and troubleshooting
• Wi-Fi configuration and troubleshooting

3. Server and Infrastructure Support

• Basic to intermediate knowledge of:
• Windows Server (2019/2022) – user/group management, file/print roles, RDS
• Active Directory – user/group/OU management, group policies
• Remote Desktop Services (basic troubleshooting)
• Familiarity with backup systems and disaster recovery concepts

4. Remote Tools & MSP Software

• Proficiency with ConnectWise Automate, ConnectWise PSA/Manage, ScreenConnect
• Scripting basics (PowerShell, batch files – advantage if more advanced)

5. Security Awareness

• MFA troubleshooting
• Email filtering/spam/phishing protection tools, e.g. MS365 Spam Filter, Defender
• Endpoint security tools, e.g. SentinelOne

Minimum Requirements

Certifications Preferred

• CompTIA A+, Network+, and/or Security+
• Microsoft 365 Certified: Modern Desktop Administrator Associate certification
  or Microsoft 365: Endpoint Administrator certification

Soft Skills / Client – Facing Skills

• Strong written and verbal communication (especially for client communication)
• Professionalism under pressure (client escalations, SLAs)
• Ability to document thoroughly in tickets and knowledge base
• Escalation awareness: knowing when to escalate to Level 3/beyond
• Time management & prioritization (handling multiple tickets and client urgencies)
• Demonstrated success with multi-tasking and the ability to adapt to an ever-changing environment while maintaining a clear focus on all priorities
• Experience working in a fast paced, friendly, and team orientated environment
• Excellent oral and written communication skills
• Strong organization skills and acute attention to detail
• Passionate about working with people to solve problems and learn new things
• Experience working in a fast paced, friendly, and team orientated environment
• Excellent oral and written communication skills
• Strong organization skills and acute attention to detail
• Passionate about working with people to solve problems and learn new things

Working conditions

The Helpdesk Support Technician position usually works regular business hours but may be required to work additional hours to meet requirements. This position generally works in an office setting environment.

Physical requirements

Must be able to lift up to 15lbs