IT Systems Technician - Level II / MSP Support

Job Overview

We are seeking an experienced Level II IT Systems Technician to provide hands-on technical support across a diverse MSP client base. This position is intended for a technician who can independently own Level I and Level II tickets, resolve common desktop and infrastructure issues efficiently, and escalate only when appropriate. The successful candidate should be able to reduce the workload on senior technicians rather than require extensive day-to-day supervision.

This is a client-facing, hands-on role. Strong troubleshooting, communication, ticket ownership, and documentation skills are essential.

Responsibilities

• Provide remote and onsite Level I/II technical support for Windows and macOS users.
• Troubleshoot desktop and laptop hardware, operating systems, applications, printers, docks, monitors, peripherals, and mobile devices.
• Support Microsoft 365, including Outlook, Exchange Online, Teams, OneDrive, SharePoint, and Microsoft 365 applications.
• Perform user onboarding and offboarding, including account creation, permissions, group membership, MFA, and device setup.
• Administer and troubleshoot Active Directory and Entra ID user and group access.
• Diagnose network connectivity issues involving TCP/IP, DNS, DHCP, Wi-Fi, VPN, switches, routers, and firewalls.
• Provide basic Windows Server and infrastructure support and assist senior technicians with escalations and project work.
• Use remote support tools to diagnose and resolve issues while maintaining clear communication with end users.
• Maintain accurate, complete, and timely notes in the help desk ticketing system.
• Own assigned tickets from acknowledgment through resolution, including proactive status updates when work is delayed or blocked.
• Assist with device deployment, imaging, software installation, patching, upgrades, and equipment replacement.
• Participate in onsite client support, scheduled project work, and occasional urgent dispatches as needed.
• Collaborate with other GlasTechs technicians and escalate with clear documentation of troubleshooting already performed.

MUST-HAVE EXPERIENCE

• 5+ years of professional IT support, desktop support, systems support, or comparable hands-on experience.
• Recent experience independently resolving Level II desktop support issues.
• Strong Windows 10/11 troubleshooting skills and working knowledge of macOS.
• Hands-on Microsoft 365 and Outlook support experience.
• Working knowledge of Active Directory and Entra ID.
• Experience troubleshooting hardware, printers, peripherals, software, and user-access issues.
• Solid networking fundamentals, including DNS, DHCP, TCP/IP, Wi-Fi, and VPN troubleshooting.
• Experience using a professional ticketing/help desk platform and working within response and resolution expectations.
• Ability to communicate clearly with non-technical users and maintain a professional client-facing presence.
• Ability to work independently and know when an issue should be escalated.

PREFERRED EXPERIENCE

• MSP or multi-client support experience.
• Windows Server administration and basic virtualization experience.
• PowerShell or other scripting/automation experience.
• MDM/RMM experience such as Intune, JAMF, NinjaOne, or similar tools.
• Endpoint security/EDR experience.
• Experience with Box, Dropbox, Google Workspace, SharePoint, or other cloud file-management platforms.
• Experience with firewall/VPN platforms and basic network documentation.
• Relevant certifications such as CompTIA A+, Network+, Security+, Microsoft, Apple, or similar.

WHY GLASTECHS

GlasTechs offers experienced technicians the opportunity to work across varied client environments, expand their technical range, and contribute to a small, collaborative team where individual judgment and client service matter. We value technicians who take pride in resolving problems, communicating well, and helping the team succeed.

Pay: $30.00 - $35.00 per hour

Expected hours: 20.0 – 30.0 per week

Benefits:

• Flexible schedule

People with a criminal record are encouraged to apply

Work Location: Hybrid remote in Richmond, VA 23224