Service Desk Technician Tier 2 (MSP)

Who We Are

Justice IT Consulting is a premier cybersecurity company and turnkey IT provider serving small businesses, manufacturing, aerospace, and defense contractors throughout Texas. Our mission is simple: We protect our clients and their revenue by solving complex problems and tailoring solutions to their unique business.

The Opportunity

• 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

What You'll Do

• Client Support & Ownership
• 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
• Ticketing & Documentation
• 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
• Monitoring & Proactive Remediation
• Review RMM dashboards and alerts
• Investigate recurring issues and recommend permanent fixes
• Validate automated tasks and remediation processes
• Project Work
• Assist with implementations, migrations, upgrades, and documentation
• Execute assigned project tasks independently
• Identify risks, scope concerns, and dependencies early
• Team & Process Contribution
• Provide guidance to Tier 1 technicians
• Follow and help refine SOPs
• Maintain strong security awareness
• Contribute to operational improvements and service delivery maturity

What We're Looking For

• 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
• Active Directory and Group Policy
• File shares, DFS, and printer services
• Backup systems and recovery workflows
• Hypervisors and virtualized environments
• 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 Have (Not Required)

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

Why You'll Love Working Here

• Easy-going environment and culture -- we genuinely enjoy what we do
• Birthday off
• Flexibility to work from home when needed
• Proactive approach to ongoing training
• Paid IT certifications (training and exam fees)
• 401(k) with matching
• Health, dental, vision, and life insurance
• Paid time off
• Professional development assistance and referral program

Career Growth

• The Service Desk Technician - Tier 2 role naturally progresses into:
• Senior Service Desk Technician
• Systems Engineer
• Network Engineer
• Security Engineer
• With continued growth in technical depth and client engagement, long-term paths include:
• Solutions Architect
• Service Delivery Manager
• Virtual CIO (vCIO)
• CTO