Help Desk Technician; Tier 2

Help Desk Technician (Tier
2)

Snap Tech IT is hiring a Help Desk Technician (Tier 2/ Tier
3) to serve as a primary escalation point for complex client issues in our Managed Service Provider (MSP) environment. This role is designed for technicians already operating at a Tier 2 level who are comfortable owning advanced troubleshooting from start to finish.

Location: Cumming, GA or Tempe, AZ
Type: Full-Time | In Office
Schedule: Monday–Friday, 7:50am–5:00pm
Salary Range: $55,000–$65,000 (based on experience)

Important – Please Read Before Applying

You will struggle in this role if your experience is limited to:

• Tier 1 help desk or password-reset work
• Home labs, self-study, or classroom-only experience
• Supporting a single internal environment with low ticket volume

We are looking for a technician who already understands the pace, accountability, and problem-solving depth required in an MSP or similarly demanding service desk environment.

What You’ll Do

• Act as a Tier 2 escalation resource for complex technical issues
• Provide remote technical support to multiple business clients in a B2B MSP environment
• Troubleshoot and resolve advanced issues involving:
• Windows 10/11
• Microsoft 365 (Exchange, Azure AD basics)
• Active Directory (users, groups, GPO awareness)
• Networking fundamentals (DNS, DHCP, TCP/IP)
• Own tickets through resolution, not just handoffs
• Perform technical triage and determine issue severity and root cause
• Use Connect Wise Automate and our ticketing system to manage work
• Support endpoint security tools, email security, MDM, and related platforms
• Create and maintain clear documentation in IT Glue
• Collaborate with other technicians and escalated only when appropriate
• Participate in a rotating after-hours on-call schedule
  
  Occasionally travel onsite to client locations (valid driver’s license required)

What We’re Looking For

You are someone who:

• Regularly handles escalated or non-routine tickets
• Is comfortable troubleshooting issues where the answer isn’t obvious
• Can manage multiple priorities in a fast‑paced queue
• Communicates clearly with non-technical end users
• Takes ownership and follows issues through to resolution
• Values documentation, process, and accountability
• Understands MSP expectations around responsiveness and efficiency

Required Qualifications

• 3–5 years of IT support experience (Service Desk, Technical Support, MSP preferred)
• Demonstrated Tier 2 troubleshooting experience
• Strong working knowledge of:
• Windows OS
• Microsoft 365
• Active Directory
• Solid understanding of networking fundamentals
• Experience working from a ticket queue and documenting work thoroughly
• Strong customer service and communication skills

Strongly Preferred (Not Required)

• Prior MSP experience
• Experience with Connect Wise, RMM tools, or similar platforms
• Exposure to virtualization (VMware or similar)
• Security tooling or firewall exposure
• Microsoft or CompTIA certifications

Benefits include group medical/dental insurance, paid vacation, holidays, personal & sick time, retirement contribution and training reimbursement. Our generous compensation plans are structured as salary plus bonuses for meeting utilization, compliance, and customer service requirements, with initial compensation commensurate with relevant experience.

About Snap Tech IT

Since 2001, Snap Tech IT has provided tech support to businesses in Atlanta, Phoenix, and San Francisco, and we are growing fast. As we expand operations from coast to coast, we have great opportunities for savvy IT professionals.

You will join a proven team owned by industry thought leaders who share their IT industry knowledge on the local and national stage. You’ll find them right down the hall, working side‑by‑side with the rest of the team to build an incredible company. Our goal: to create an environment where people love to work, and to extend that to help our clients become the same.