Helpdesk Support Technician - Level 2

Job Description

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 15lbsCompany Description

MIS Solutions, Inc., is a high-growth, privately owned Managed IT Services Provider in Suwanee, Ga. For 27 years, we have helped small and medium businesses by delivering badass technology solutions to complex business problems. MIS Solutions was founded on the call to serve, built by developing long-term relationships with clients and grown by an intense desire to deliver great value at every interaction. MIS team members make our company what it is. We are an EOS company and take pride in attracting and retaining people who are professional, skilled, and focused on results. We love to serve others and demonstrate servant leadership in the products, services, and solutions we provide and the way we market, sell, communicate, and develop relationships..

Full-time