Job Description:
The Service Desk Engineer II is the primary owner of tier 2 escalations across the service desk, responsible for resolving complex issues that exceed tier 1 scope and providing early-stage tier 3 support in collaboration with discipline architects. This role has a defined technical lane in Windows Server, virtualization, and identity and collaboration platforms including Microsoft 365, Entra ID, and Google Workspace. The Service Desk Engineer II also participates in 1-2 project deployments per year as a hands-on technical resource, and is expected to grow toward tier 3 proficiency over time.
Basic Functions:
· Tier 2 Escalation Ownership: Independently resolve escalated tickets from tier 1 across server, identity, virtualization, and collaboration platforms; own tickets start to close with clear documentation.
· Early Tier 3 Support: Triage and begin work on complex issues at the tier 3 boundary; collaborate with discipline architects to drive resolution and capture knowledge.
· Microsoft 365 & Entra ID Administration: Manage user lifecycle, licensing, Exchange Online, SharePoint, Teams, conditional access policies, MFA, and related identity and collaboration services.
· Google Workspace Administration: Administer Google Workspace EDU tenants including OU structure, device management, user provisioning, Vault, and policy configuration.
· Windows Server & Virtualization: Support and maintain Windows Server environments (AD, DNS, DHCP, Group Policy) and virtualized infrastructure on Hyper-V and VMware platforms.
· MDM Administration: Manage and troubleshoot device enrollment, compliance policies, and application deployment in Intune and other MDM platforms as encountered.
· Firewall & Network Support: Perform basic Sophos firewall tasks including log review, rule modifications, and policy changes; escalate advanced configurations to the network architect.
· Project Assistance: Participate in 1-2 on-site project deployments per year as a hands-on technical resource or light technical assist under a project lead; travel required.
· Documentation: Maintain accurate ticket notes, resolution documentation, and runbooks in ConnectWise; contribute resolved issues to the internal knowledge base.
Additional Duties and Responsibilities:
· Tier 1 Mentorship: Provide guidance to tier 1 technicians on escalated issues; support skill development through informal coaching and knowledge sharing.
· Ticket Hygiene: Ensure accurate and timely time entry, escalation notes, and status updates in ConnectWise on all assigned tickets.
· On-Call Rotation: Participate in after-hours on-call rotation as needed for client-impacting issues.
· Continuous Development: Stay current with supported platforms and vendor changes; pursue relevant certifications with company support.
· Client Communication: Communicate clearly and professionally with end users and client contacts throughout issue resolution.
Knowledge, Skills, and/or Abilities Required:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
· Windows Server: Working knowledge of Active Directory, DNS, DHCP, Group Policy, and file services; ability to troubleshoot server issues independently at tier 2 depth.
· Virtualization: Hands-on experience with Hyper-V and/or VMware vSphere; comfortable with VM provisioning, snapshots, and basic performance troubleshooting.
· Microsoft 365 & Entra ID: Proficient in user and license management, Exchange Online, Teams, SharePoint, MFA, and conditional access; experience with multi-tenant environments preferred.
· Google Workspace: Experience administering Google Workspace tenants, with EDU environment exposure strongly preferred; familiarity with OU management, device policy, and Vault.
· MDM Platforms: Working knowledge of Microsoft Intune for device enrollment, compliance, and app deployment; familiarity with other MDM platforms a plus.
· Firewall Fundamentals: Ability to read firewall logs, make basic rule and policy changes, and identify when escalation is needed; Sophos experience preferred.
· Networking Fundamentals: Solid understanding of TCP/IP, VLANs, DNS, DHCP, and basic switching concepts sufficient to collaborate effectively with network architects.
· ConnectWise: Proficient in ticket management, time entry, and escalation workflows in ConnectWise Manage or similar PSA platform.
· Communication: Clear written and verbal communication with both technical peers and non-technical end users; professional client-facing presence.
Educational/Vocational/Previous Experience Recommendations:
· AA/AS in Information Technology, Computer Science, or related field preferred; equivalent experience considered.
· 2-3 years of IT support experience, with demonstrated tier 2 proficiency in at least two of the core platforms listed above.
· Industry certifications preferred: CompTIA Network+ or Security+, Microsoft MS-102 (M365 Administrator), Google Associate Cloud Engineer, or equivalent.
· MSP or multi-client environment experience preferred.
Benefits:
· Competitive Salary: Based on experience and qualifications.
· Comprehensive Health Coverage: Health, vision, and dental benefits included; no copay & premiums paid 100% for employees and dependents.
· Retirement Benefits: Simple IRA with a 3% employer match.
· Work Flexibility: Flexible work hours; partial remote work options available.
· Profit Sharing: Eligibility for employee profit share.
· Professional Development: Full on-the-job training & support; vendor certification reimbursement.
· Work Environment: Fun, dynamic working environment with great opportunities for advancement.
The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed.
Pay: $50,000.00 - $65,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Professional development assistance
- Retirement plan
- Vision insurance
Work Location: Hybrid remote in Bozeman, MT 59718
