IT Service Desk Technician - Level 2

About the role

CIO Technology Solutions is a Tampa-based Managed Services Provider dedicated to providing responsive support, strong communication, and operational consistency. We hire individuals who take ownership, follow through, and document their actions clearly.

Responsibilities

• Handle escalated support tickets and work issues through resolution
• Troubleshoot desktops, servers, Microsoft 365, networking, VPN, and firewall issues
• Support Windows Server environments, Active Directory, Entra ID, DNS, DHCP, Group Policy
• Administer Microsoft 365 including Exchange Online, Teams, SharePoint, and OneDrive
• Support and troubleshoot VLANs, switches, wireless, VPN connectivity, and basic routing
• Configure and support firewall changes and security policies within defined standards
• Maintain clear ticket notes, documentation, and time entries in ConnectWise Manage
• Document client environments, recurring fixes, and procedures in IT Glue
• Communicate directly with end users, vendors, and internal teams
• Aid with onboarding, workstation deployments, and technical projects when needed
• Participate in the on-call rotation and escalation process
• Help mentor and support Level 1 technicians

Requirements

• 3+ years in an MSP or multi-client IT support environment
• Strong troubleshooting skills across Windows, Microsoft 365, networking, and endpoint support
• Experience with Active Directory, Entra ID, Group Policy, DNS, DHCP, VPNs
• Practical firewall and network troubleshooting experience
• Experience supporting Windows Server environments
• Able to prioritize and manage multiple active issues at once
• Reliable documentation habits and same-day time entry
• Valid driver’s license for occasional onsite work

Nice to have

• ConnectWise Manage, NinjaOne, IT Glue, Liongard, AutoElevate
• Proxmox, VMware, or Hyper-V
• Veeam or other backup platforms
• Huntress, SentinelOne, DNSFilter, or similar security platforms
• Basic PowerShell scripting and automation experience