Job DescriptionJob DescriptionJob Title: Help Desk Technician - Tier 2 Full time - In Office - Annapolis, MD
About us: ICSI is a leading Managed Service Provider (MSP) dedicated to delivering top-notch IT solutions to our clients. We pride ourselves on our commitment to excellence and our ability to solve complex IT challenges. Our team includes experts from ICSI, a leader in managed IT services, known for increasing IT and security maturity levels. Essential Duties & Responsibilities:
- Diagnose and resolve technical issues, including Microsoft core business applications and operating systems.
- Deliver comprehensive troubleshooting and backend support to end users.
- Troubleshoot and resolve complex workstation issues and provide general server support.
- Perform initial triage for network degradation, outages, compromised accounts, and other critical technical incidents.
- Support Microsoft technologies such as Windows Server, Exchange, and SharePoint.
- Maintain and update system documentation within ConnectWise and IT Glue.
- Enhance customer satisfaction through high quality service and support.
- Ensure compliance with all company policies and procedures.
- Carry out additional duties as assigned by the supervisor.
- Participate in the on call rotation during non business hours.
Knowledge/Skills:
- Strong diagnostic and troubleshooting skills for a wide range of technical issues.
- Networking knowledge (DHCP, DNS, Wi-Fi setup, VLAN concepts).
- Strong knowledge with Microsoft 365, Entra ID/Azure AD, and user provisioning workflows.
- Solid understanding of Windows and macOS operating systems, networking fundamentals, and common business applications.
- Excellent analytical, problem solving, and communication skills.
- Ability to work independently as well as collaboratively within a team.
- Relevant certifications such as CompTIA A+, Network+, or Microsoft certifications are a plus.
- Strong customer service orientation with the ability to manage multiple tasks and adapt quickly to change.
- Prior experience with ConnectWise is a plus.
Experience with:
- Windows Server (2012+) / Active Directory
- Windows 10 & 11
- Office 365 / Microsoft 365 / Entra ID
- Backup solutions: Datto, Veeam
- Network/security: SonicWall, Cisco Meraki
- Security platforms: SentinelOne, Webroot, Barracuda, Avanan
- Mobile device management: Intune/MDM
Qualifications:
- Proven experience in an IT support role, preferably within an MSP environment.
- Hands on experience with Microsoft 365, Exchange, and Active Directory.
- Experience supporting cloud environments (Azure, AWS, Google Cloud) is a plus.
- Demonstrated ability to diagnose and resolve technical issues efficiently and professionally.
Benefits/Perks
- Competitive compensation
- Fun, supportive workplace culture
- Pay commensurate with experience and qualifications
- Opportunities for career development and advancement
- Engaging, fast paced MSP environment
Physical Requirements:
- Regular, reliable attendance
- Ability to lift and carry up to 50 lbs
- Ability to communicate clearly over the phone