Help Desk Engineer MSP - Strong Tier 2; DC Metro Area
Listed on 2025-12-08
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IT/Tech
IT Support, HelpDesk/Support, Technical Support, Systems Administrator
Help Desk Engineer for MSP - Strong Tier 2 (DC Metro Area)
Managed IT Services provide (MSP) looking for a strong Tier 2 Helpdesk Support Engineer to join our Help Desk Services team. Must be able to travel to client sites in the Metro DC area as needed for onsite support service and work remotely in a fast-paced, client focused environment.
Minimum 3 years proven experience working in a helpdesk environment and in person at client sites providing Tier 2+ helpdesk support. Must be comfortable in a highly visible, fast-paced, multi-client, Managed IT Services Provider (MSP) environment. Advanced knowledge and troubleshooting skills. The ideal candidate has strong hands‑on technical experience across Microsoft Azure/SharePoint/Teams/Office 365 platforms with a keen business sense and exceptional customer service/client‑facing skills, for mid‑level commercial clients.
Must be able to work well and quickly, individually and as a team, to solve client issues. Excellent initiative, customer service and communication skills.
The Helpdesk Support Engineer will provide remote and onsite technical support to clients, serving as a trusted advisor and responding promptly to support requests with rapid resolution. This position requires onsite technical support as client needs arise, and the candidate must be able to commute as scheduled and in emergencies.
The Engineer should have experience providing technical support within Microsoft Azure, SharePoint, Teams, and Office 365, including support for desktops and laptops, printers, servers, software, and advanced networking. Utilize remote access tools, chat, email, telephone, and onsite/field support to resolve hardware and software‑related issues using existing training, experience, manufacturer knowledge bases, documented fixes, and other technical articles.
Escalate support requests appropriately to the local team or service board when issues are out of scope or capability.
Provide prompt after‑hours support as part of the helpdesk on‑call team for client emergencies involving hardware failure, outages, and other business‑critical events. Create, update, and maintain written documentation and key network and asset information securely and confidentially.
Utilize Connect Wise RSM/PSA tool to create and update service tickets documenting all correspondence, work performed, referenced resources, and resolution procedures.
Must be able to pass a pre‑employment drug screen and background check.
Technical Skills Preferred- Windows Administration and troubleshooting, basic scripting skills, O365, Azure, Azure AD, AD, Intune, Autopilot, Multifactor / SAML / OKTA / AD Connect, Windows Server (2008 R2+), Windows 7 and later, Adobe, Firewalls, Backup software, VPN, Hyper‑V.
- Cisco Routing, Switches, Networking, Cybersecurity, Citrix, SharePoint, and Teams/Teams Voice.
Bachelor's degree and/or Microsoft certifications.
Benefits- Medical/Dental/Vision Insurance
- Life insurance
- Paid time off (PTO)
- Retirement plan
Salary from $60k annually, commensurate with experience.
Seniority level:
Mid‑Senior level
Employment type:
Full‑time
Job function:
Information Technology
Location:
Baltimore, MD (DC Metro Area)
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