IT Support Specialist - Manchester, CT

Mission Hires is seeking a Tier 2 IT Support Specialist to deliver advanced troubleshooting, system administration, and network support across Windows/macOS, Microsoft 365, Active Directory/Azure AD, and MSP environments. You will drive root-cause analysis, optimize network performance, mentor Tier 1 staff, and collaborate with vendors and Level 3 engineers while maintaining rigorous documentation and contributing to process improvements. Ideal candidates bring strong RMM experience (e.g., Datto), excellent customer service, and familiarity with dental industry applications.

• Diagnose and resolve complex hardware, software, and network issues requiring deep technical expertise
• Perform root-cause analysis to prevent recurring incidents
• Manage and maintain user accounts, permissions, and security policies in Active Directory and Microsoft 365
• Support and execute backup processes, disaster recovery procedures, and system restorations
• Troubleshoot connectivity issues across VPNs, DNS, DHCP, VLANs, firewalls, WiFi access points, and switching infrastructure
• Assist in configuring and optimizing network equipment for reliable performance
• Maintain detailed and accurate records of support requests, resolutions, and system changes
• Contribute to internal knowledge bases, SOPs, and continuous improvement initiatives
• Support and mentor Tier 1 Help Desk staff and provide technical escalation assistance
• Coordinate with third-party vendors, MSP partners, and Level 3 engineers to resolve advanced issues
• Prioritize and manage ticket queues to ensure timely resolution
• Potentially oversee daily help desk operations or act as a team lead to support workflow and team efficiency

• 2–4 years of experience in IT support or help desk roles
• Prior experience in a Managed Service Provider (MSP) environment is highly desirable
• Strong knowledge of Windows and macOS, Microsoft 365, Active Directory, and Azure AD
• Understanding of network protocols, firewall management, VPN technologies, DNS/DHCP, VLANs, and WiFi systems
• Hands-on experience with RMM tools such as Datto (essential)
• Proven ability to perform root-cause analysis and advanced troubleshooting
• Experience with backup processes, disaster recovery procedures, and system restorations
• Excellent customer service and clear communication in a fast-paced, client-facing environment
• Strong problem-solving skills, attention to detail, and composure under pressure
• Bachelor’s degree in Information Technology or a related field is a plus
• Relevant certifications preferred:
  CompTIA A+, Network+, Security+, Microsoft Certified Professional (MCP)
• Industry advantage: experience supporting dental industry applications, including imaging systems and practice management software