The Service Desk Technician II provides exceptional technical support by troubleshooting issues and escalating complex tickets to senior engineers. They are responsible for maintaining documentation, performing server and workstation tasks, and ensuring timely resolution of client issues within SLA.
Who we are: CompassMSP is a rapidly expanding, award-winning technology solutions provider in the booming managed services space. Our vision is to be the North American leader in delivering and supporting technology solutions for small & mid-sized businesses, and we are driven by our mission and core values to be a great place to work and a great company to work with. We have garnered top industry recognition for our thought leadership, growth, and workplace culture. What we are looking for:
Who you are: The Service Desk Technician II will be part of our support team providing exceptional customer service by focusing on finding the right solution with each client. The successful candidate will be a natural troubleshooter with the ability to also escalate issues proactively when needed. This is a remote role. Occasional travel to local client sites is required and on-call availability may be required, which would be scheduled in advance.
Seeking a detail-oriented self-starter who takes ownership of your job responsibilities, and can communicate effectively with teammates, clients, and vendors. You work best in a bold, fast-paced environment. You enjoy organization metrics, analytics, team camaraderie, and multitasking while maintaining a positive attitude!
Qualifications for the position include:
2–3+ years of recent experience providing technical support in an MSP or corporate IT environment
Proficient with Windows 10/11 and basic Windows Server administration (2016 or higher)
Experience performing common server tasks: user and group management, shared folder permissions, log review, service restarts, basic troubleshooting of AD/DNS/DHCP issues
Working knowledge of Microsoft 365 administration (license assignments, mailbox management, MFA, Teams/SharePoint basics)
Understanding of core networking concepts (DNS, DHCP, VPN, IP addressing, basic firewall troubleshooting)
Experience supporting desktops, laptops, printers, mobile devices, and standard business software
Strong customer service, communication, and documentation skills
Preferred certifications: CompTIA Security+, Network+, Azure Fundamentals, or equivalent (or in progress)
Valid driver's license may be required for onsite client support (if applicable)
Respond to escalated tickets from Level 1 and provide timely resolution within SLA
Troubleshoot Windows OS, Microsoft 365, email, remote access, and user access issues
Perform standard Active Directory tasks (password resets, unlocks, group membership, profile paths)
Assist with server-related support activities under guidance of senior engineers (folder permissions, account provisioning, login failures, RDP access issues, etc.)
Support users connecting through Remote Desktop Gateway / VPN and troubleshoot session, credential, or MFA issues
Deploy, configure, and support workstation hardware, approved applications, and peripheral devices
Assist with patching, updates, and scheduled maintenance tasks as assigned
Document tickets, resolutions, and SOP revisions accurately in the ticketing system
Competitive salary
Quarterly bonuses
Flexible, unlimited PTO
Medical/Dental/Vision/Life/Disability coverages available
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Marketing Manager
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