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Service Desk Technician Level II
Job in
Tampa, Hillsborough County, Florida, 33646, USA
Listed on 2026-02-16
Listing for:
VIRTUMARC, Inc.
Full Time
position Listed on 2026-02-16
Job specializations:
-
IT/Tech
IT Support, Systems Administrator, Network Administrator
Job Description & How to Apply Below
Tampa, United States | Posted on 01/30/2026
The Tier II Service Desk Technician provides advanced technical support to Virtumarc clients and serves as the primary escalation point for Tier I issues. This role resolves complex desktop, server, and network‑related problems, performs proactive maintenance, and supports the stability of client environments. The Tier II technician operates with minimal supervision and mentors Tier I technicians.
Key Tasks and Responsibilities- Advanced support for Microsoft business applications and operating systems
- Resolution of escalated Tier I issues
- Root cause analysis of recurring incidents
- Support and validation of disaster recovery solutions
- Administration and troubleshooting of WAN, LAN, routers, firewalls, switches, and wireless networks
- Support of DHCP, DNS, VLANs, subnets, and routing
- Implementation and support of VPN, RDP/Terminal Services, and Citrix
- Administration of Microsoft Active Directory and Microsoft 365
- User, security group, and distribution list management
- Email delivery, spam filtering, and client‑side troubleshooting
- Endpoint, printer, and mobile device support
- Malware remediation and security incident response
- Backup monitoring and file/system restores
- RMM alert response and ownership
- Documentation maintenance in IT Glue
- Client communication regarding incidents and changes
- Accurate time and ticket entry in Halo PSA
- Mentorship of Tier I technicians
- Escalation to engineering or project teams as required
The following requirements are representative of the knowledge, skill, and ability required to perform this role successfully.
- Minimum two years of relevant experience in managed services or internal IT support
- Associate degree or equivalent professional experience preferred
- CompTIA A+ or equivalent foundational certification preferred
- Cisco CCNA or equivalent networking certification is a plus
- Strong interpersonal, communication, and customer service skills
- Advanced troubleshooting and diagnostic skills
- Ability to manage multiple tasks in a fast‑paced environment
- Strong understanding of IT service delivery principles
- Intermediate networking knowledge including TCP/IP, DNS, DHCP, VLANs, routing, and switching
- Understanding of CAT5/CAT6 wiring standards
- Wireless security and client configuration knowledge
- Active Directory user and group administration
- Firewall and security fundamentals
- Backup software monitoring and restore operations
- Server maintenance tasks including event log review and hardware monitoring
- Endpoint security and antivirus experience
- Desktop and hardware diagnostics including RAID fundamentals
- Mobile device configuration and support
- Ability to follow and execute detailed technical documentation
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