Help Desk Technician Tier 2

About the Role

Asteroid IT is a growing managed service provider supporting compliance-driven businesses across the Phoenix metro.

We're hiring a full-time Help Desk Technician (Tier 2) to handle client support across our client base.

Tickets are the core of this role, and the expectation is that you resolve most of what comes your way rather than passing it along. You will have support when you need it, and there is depth on the team to escalate to on the issues that genuinely warrant it.

This is not a password-reset job. Ticket volume varies, and when you aren't on active tickets you will be assisting our Project Engineer on infrastructure and compliance work: server builds, migrations, deployments, and security tooling. That exposure is real, and it is how you build depth here.

If you want to own your work, get better at it, and grow with a small team, keep reading.

What You'll Do Client Support and Escalation

• Own incoming client support tickets from intake through resolution, across multiple client environments
• Triage and prioritize based on severity and SLA, and communicate directly with clients on status
• Troubleshoot and resolve Windows Server 2022-2025, Windows 10/11, Microsoft 365, and network connectivity issues independently
• Administer Microsoft 365 and Entra ID: accounts, licensing, permissions, MFA, and mail flow
• Support and maintain onsite Windows Servers at client locations
• Administer and respond to alerts in Huntress, and manage Sophos firewall and email security policies
• Troubleshoot network issues involving HP switches, Ubiquiti equipment, VLANs, DNS, DHCP, and VPNs
• Use ConnectWise Automate for monitoring, patching, and remote management across client environments
• Maintain clear, accurate ticket notes in ConnectWise Manage and documentation in IT Glue
• Escalate problems with clear notes when an issue requires deeper analysis or design work

Project Support

• Assist the Project Engineer on infrastructure work: server builds, upgrades, migrations, network deployments, firewall configuration, and security tooling rollouts
• Take on defined pieces of project work as assigned
• Support client onboarding and offboarding, including workstation deployments and account provisioning
• Assist with compliance remediation work: encryption, access controls, audit logging, and documentation for clients with CMMC, HIPAA, and FTC Safeguards obligations
• Build and maintain documentation and technical standards in IT Glue

Tickets come first. Project support fills the rest of your week, and the balance shifts day to day.

What We're Looking For

• Required: 2+ years of hands-on experience in a multi-client MSP environment. You should be comfortable working an MSP ticket queue from day one. You do not need to know our exact stack, but you do need to know how MSP work operates, so that onboarding can focus on our clients and our tools rather than the fundamentals
• Hands-on experience supporting and maintaining on-premises Windows Server, including Active Directory, Group Policy, DNS, and DHCP
• Strong Microsoft 365 and Windows administration skills
• Comfortable working issues through to resolution on your own, and good judgment about when something genuinely needs escalating
• Solid grasp of networking fundamentals: DNS, DHCP, VLANs, VPNs, and switch configuration
• Strong understanding of ticketing systems, SLAs, and MSP workflows
• Clear, professional communication with end users and client stakeholders, some of whom are non-technical
• Organized, reliable, and documentation-focused
• A genuine drive to keep getting better at the technical side of support work
• Working proficiency with, or the demonstrated ability to come up to speed quickly on: ConnectWise Manage, ConnectWise Automate, IT Glue, Huntress, Sophos firewalls and email protection, HP switches, Ubiquiti
• Reliable high-speed internet and a dedicated, quiet home workspace

Required Qualifications

• U.S. citizenship (required, our clients hold Department of Defense contracts that require U.S. citizenship for all personnel accessing their environments or facilities)
• Located in the Phoenix metro area
• Valid driver's license and reliable transportation (required for onsite client visits)
• Willing to undergo a background check, in accordance with applicable law
• Willing to take a pre-employment drug test, in accordance with applicable law

Bonus Skills (Desired but Not Required)

• Server virtualization (Hyper-V, Proxmox, or VMware)
• ThreatLocker, CrowdStrike, Wazuh, Duo, or Fortigate
• Server, domain, or email migration experience
• Backup solution deployment and management
• Working in or supporting compliance-driven environments (CMMC, NIST 800-171, HIPAA, IRS Publication 4557, FTC Safeguards Rule)
• Familiarity with CPA, healthcare, legal, or other regulated industry clients
• CompTIA Security+, Network+, Microsoft certifications, or Sophos certifications
• Exposure to SOC 2 or CIS Controls frameworks
• Experience using AI tools to work faster or troubleshoot smarter. This is a huge plus

Schedule and Work Environment

• Full-time, Monday through Friday, 8:00 AM to 5:00 PM
• Hybrid position, primarily remote, with in-person work at client sites in the Phoenix metro (and occasionally out of state) when required
• No sales or quoting responsibilities

Compensation and Benefits

• $55,000 – $65,000 per year, depending on experience
• Paid time off: 40 hours per year for the first two years of continuous employment, increasing to 80 hours after two years. Accrual begins after a 60-day waiting period
• Paid sick time
• Eight paid holidays per year: six fixed and two floating
• Company-provided laptop and equipment
• Vendor certification training

Why Asteroid IT

• Led by a CyberAB Registered Practitioner. Real depth in CMMC, HIPAA, and FTC Safeguards work, not a checkbox
• 100% client retention. We've never lost a client. They stay because the work is good, not because they're locked in
• Real ownership of your work, with experienced people to learn from when you need them
• Exposure to infrastructure and compliance project work alongside our Project Engineer
• A potential path for promotion as our small team grows
• Clear expectations and processes, no micromanagement
• Direct input on tooling, processes, and technical direction
• Variety: no two days look the same between support and project work

Who This Role Is For

• You want to own your work and see problems through, not pass them along
• You're reliable when ticket volume is heavy and self-directed when it's light
• You want to get sharper technically, not just close tickets and move on
• You're ready to build a career, not just hold a job

How to Apply

Send your resume along with a short note describing your MSP experience, the kinds of issues you're used to resolving on your own, and any infrastructure or project work you've been part of.

Pay: $55,000.00 - $65,000.00 per year

Benefits:

• Paid time off

Application Question(s):

• Are you located in the Phoenix metro area?
• Do you have a valid driver’s license and reliable transportation for occasional onsite client visits?
• Are you willing to undergo a background check and a pre-employment drug screen, in accordance with applicable law?
• How many years of hands-on experience do you have working in a multi-client MSP environment?
• Are you a U.S. citizen? (Required, our clients hold Department of Defense contracts that require U.S. citizenship for all personnel accessing their environments or facilities.)

Work Location: Hybrid remote in Phoenix, AZ 85003