Tier 2 Helpdesk Technician

Job Description

We're looking for a well-rounded Tier 2+ Helpdesk Technician who thrives in a customer-facing role and enjoys solving real-world IT challenges. This role offers the flexibility of working from home, with occasional travel to client sites around the DFW area.

What You'll Do:

Troubleshoot and resolve escalated support tickets, including VPN, VoIP, and networking issues

Provide hands-on support with Active Directory, Exchange, Office 365, and RMM tools

Configure and manage switching, routing, and firewall systems (Sonicwall and Fortinet preferred)

Support and maintain client VoIP systems

Use automation where possible to streamline recurring tasks

Communicate clearly with end-users and clients, delivering solutions with professionalism and empathy

What We're Looking For:

3–4 years of helpdesk or technical support experience

Strong understanding of networking fundamentals (switching, routing) and VPN configuration

Hands-on experience with firewalls (Sonicwall and Fortinet preferred)

Solid skills in Office 365, Active Directory, Exchange, and VoIP

Track record of handling tickets efficiently and independently

Familiarity with RMM platforms and automation for routine support tasks

Strong problem-solving and communication skills

Nice to Have:

CompTIA or other relevant certifications

Prior experience supporting SMB environments

Full-time

Hybrid remote