Service Desk Technician I (MSP Tier 2 Support Engineer)

Join an onsite MSP support team in Bakersfield, CA, owning Tier 1 and Tier 2 client issues with a Microsoft 365 and endpoint troubleshooting focus.

Responsibilities

• Resolve Tier 1 and Tier 2 support requests while maintaining ownership of the client experience
• Support Microsoft 365 environments including Exchange Online, Entra ID, Teams, SharePoint, OneDrive, and Intune
• Troubleshoot Windows workstations and laptops, plus mobile devices, business applications, and attached peripherals
• Administer user accounts and permissions, manage licensing, MFA, and related security controls
• Troubleshoot DNS, DHCP, VPN, wireless, switching, connectivity, and firewall issues
• Use remote monitoring and management tools to remediate and maintain client systems
• Follow structured troubleshooting and perform root cause analysis to drive lasting corrective actions
• Escalate appropriately while staying accountable for communication and follow-through
• Write accurate ticket notes, produce technical documentation, and contribute to knowledge articles
• Support service improvement through operational standards and knowledge sharing
• Coordinate with Service, Centralized Services, Strategic Services, and Professional Services teams
• Participate in after-hours support rotations as required

Requirements

• 2 to 5+ years of professional IT support experience
• Proven success in a Help Desk, Service Desk Analyst, Technical Support, internal IT, or MSP support role
• Experience supporting Microsoft 365 business environments
• Strong troubleshooting, analytical, and problem-solving skills
• Excellent written and verbal communication
• Ability to work independently, handle competing priorities, and request help when needed
• Strong habits for documentation and follow-through
• Client-first attitude and willingness to engage with people, not only technology

Technologies

• Microsoft 365, Exchange Online, Entra ID, Teams, SharePoint, OneDrive, Intune
• MFA
• DNS, DHCP, VPN, wireless, switching, firewall
• Windows 10, Windows 11
• Remote monitoring and management tools
• Root cause analysis
• IT Glue

Benefits

• Medical, dental, and vision coverage
• 401(k) with company match
• Paid time off and Charity Contribution PTO
• Professional development and certification support
• Employee appreciation programs
• Clear career advancement opportunities
• Collaborative team focused on client success and continuous improvement
• Flexible schedule
• Life insurance
• Referral program
• Retirement plan
• Tuition reimbursement

What you should already know

• Microsoft 365 user and license administration
• Exchange Online, Entra ID, Teams, SharePoint, OneDrive, MFA, and Intune fundamentals
• Windows 10 and Windows 11 troubleshooting and administration
• Device onboarding, software installation, endpoint support, and remote support tools
• DNS, DHCP, VPN, wireless, switching, and firewall fundamentals
• Ticket ownership, SLA awareness, escalation practices, documentation, time management, and client communication

Preferred qualifications

• MSP experience supporting multiple client environments
• CompTIA A+, Network+, Security+, Microsoft certifications, or equivalent experience
• Experience with remote monitoring and management platforms
• Experience with IT Glue or a similar documentation platform
• Hands-on exposure to Intune, SharePoint, Entra ID, Exchange Online, and network troubleshooting

Career growth

• Service Desk Technician II and III
• Escalation Specialist
• Professional Services Engineering
• Centralized Services
• Strategic Services
• Technical Leadership and Management
• Professional development and certification attainment, leadership growth, and internal advancement opportunities

Location / Work setting

• Bakersfield, CA | Full Time | In Office
• Work Location: In person

Pay

• $52,756 - $63,960 per year
• Pay: $52,756.37 - $63,960.00 per year