Help Desk Engineer for MSP - Strong Tier 2 (DC Metro Area)

Growing Managed IT Services provider (MSP) seeking a skilled and customer-focused Help Desk Engineer to join our Help Desk Services team. The ideal candidate brings strong troubleshooting skills, clear communication, and a proactive approach to service delivery in a fast-paced, multi-client environment.

About the role

You will provide remote and onsite technical support to mid-level commercial clients in the DC Metro Area, serving as a trusted advisor with rapid resolution of support requests. Travel to client sites is required as scheduled and for emergencies. The position includes after-hours on-call support for critical client emergencies.

Responsibilities

• Provide remote and onsite technical support for desktops, laptops, printers, servers, software, and advanced networking.
• Troubleshoot and resolve issues across Microsoft Azure, SharePoint, Teams, and Office 365 platforms.
• Utilize remote access tools, chat, email, and telephone to deliver support.
• Resolve hardware and software-related issues using manufacturer knowledge bases, documented fixes, and technical articles.
• Escalate out-of-scope support requests to the local team or service board.
• Participate in after-hours on-call rotation for client emergencies (e.g., hardware failure, outages).
• Create, update, and maintain secure documentation of network/asset information and service tickets using ConnectWise RSM/PSA.
• Pass a pre-employment drug screen and background check.

Requirements

• Minimum 3 years of Tier 2+ helpdesk experience, including in-person client site support.
• Strong hands-on experience with Microsoft Azure, SharePoint, Teams, and Office 365.
• Proficiency in Windows administration, basic scripting, and tools like Azure AD, Intune, Autopilot, and AD Connect.
• Familiarity with Windows Server (2008 R2+), Windows 7+, firewalls, VPN, Hyper-V, and backup software.
• Knowledge of Cisco routing/switching, networking, cybersecurity, Citrix, and Teams Voice.
• Bachelor’s degree and/or Microsoft certifications.

Skills

• Exceptional customer service and client-facing communication.
• Proactive problem-solving in a fast-paced, multi-client MSP environment.
• Ability to work independently and collaboratively under pressure.
• Strong documentation and organizational skills.

Benefits

• Medical, dental, and vision insurance.
• Life insurance.
• Paid time off (PTO).
• Retirement plan.

Pay

Salary starts at $65,000 annually, commensurate with experience.