Assistant Multi Factor Authentication Jobs in Baltimore, MD

Salary:

Position Overview

Hill Tech Solutions is seeking a skilled and customer-focused Service Desk Technician Tier 2 to provide advanced technical support for our managed services clients. This role serves as a technical escalation point for Tier 1 technicians andis responsible forresolving complex infrastructure, cloud, networking, security, and endpoint management issues.

The ideal candidatepossessesstrong troubleshooting skills, excellent communication abilities, and a passion for delivering exceptional customer experiences. This individual will work across multiple client environments while supporting Microsoft 365, Azure, networking, security, compliance, and infrastructure technologies. The Tier 2 Technician is expected to contribute to process improvement, documentation, automation, and team development.

Key Responsibilities

Technical Support & Escalation

• Resolve escalated incidents and service requests received from Tier 1 technicians.

• Diagnose and troubleshoot complex issues involving workstations, servers, cloud platforms, applications, and network infrastructure.

• Perform root cause analysis and implement long-term corrective actions.

• Maintain ownership of incidents through resolution and ensure excellent client communication throughout the support lifecycle.

• Escalate issues to engineering resources whenappropriate whileremainingengaged through resolution.

Microsoft Cloud Administration

• Administer and support Microsoft 365 environments, including Exchange Online, SharePoint Online, Teams, and OneDrive.

• Manage Microsoft Entra ID, Conditional Access policies, identity protection, and authentication services.

• Configure and support Microsoft Intune for endpoint management and compliance.

• Support Azure services related to client infrastructure and identity management.

Infrastructure & Systems Administration

• Perform server administration, operating system maintenance, patch management, and application support.

• Manage Active Directory, Group Policy, DNS, DHCP, file services, and print services.

• Support virtualization platforms including VMware and Hyper-V.

• Assistwith backup, disaster recovery, monitoring, and business continuity solutions.

• Support infrastructure projects, migrations, and technology deployments.

Network Administration

• Configure,maintain, and troubleshoot firewalls, switches, wireless networks, VPNs, and routers.

• Diagnose network performance, connectivity, and security issues.

• Utilize network monitoring and diagnostic tools toidentifyand resolve problems efficiently.

Security & Compliance

• Review security alerts, investigate incidents, and perform remediation activities.

• Support implementation and maintenance of secure client environments.

• Assistclients with technical controls related to CMMC, NIST 800-171, HIPAA, PCI DSS, and other regulatory frameworks.

• Implement security solutions including multi-factor authentication, endpoint protection, vulnerability remediation, and data protection controls.

• Participate in security reviews, audits, and compliance initiatives.

Documentation & Process Improvement

• Create andmaintaintechnical documentation, knowledge base articles, network diagrams, and standard operating procedures.

• Document resolutions, configurations, and environment details within company systems.

• Identifyopportunities for service improvement and operational efficiency.

• Develop scripts and automation to reduce manual effort and improve service consistency.

Team Development

• Provide technical guidance and mentorship to Tier 1 technicians.

• Assistwith knowledge transfer, training, and technical development initiatives.

• Participate in team meetings, process reviews, and service improvement efforts.

Required Qualifications

• 3+ years of technical support experience inmanagedservices or multi-client ITenvironments.

• Strong experience supporting Microsoft 365, Windows Server, and Windows desktop operating systems.

• Experience with Microsoft Entra ID, Intune, Azure, and Active Directory.

• Understandingnetworking concepts including TCP/IP, DNS, DHCP, VPN, routing, switching, and wireless networking.

• Experience supporting firewalls, backup solutions, endpoint security platforms, and virtualization technologies.

• Familiarity with PSA and RMM platforms such as ConnectWise Manage and ConnectWise Automate.

• Excellent written, verbal, and customer service skills.

• Strong troubleshooting, organizational, and time management abilities.

• Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications

• Experience supporting government contractors or regulated industries.

• Familiarity with CMMC, NIST 800-171, HIPAA, PCI DSS, or ISO 27001 frameworks.

• Experience with Microsoft Defender, Sentinel,Huntress, Duo, or similar security solutions.

• Scripting and automation experience using PowerShell or similar tools.

• Experience with Azure cloud services and virtual infrastructure.

• PriorMSP experience supporting small and mid-sized businesses.

Preferred Certifications

Candidates should hold or be actively pursuing one or more of the following certifications:

• CompTIA A+

• CompTIA Network+

• CompTIA Security+

• Microsoft Certified: Azure Administrator Associate (AZ-104)

• Microsoft 365 Administrator(MS-102)

• Microsoft Endpoint Administrator(MD-102)

Performance Expectations& Professional Development

Success in this role will be measured by:

• SLA attainment and response times

• Ticket resolution quality and closure rates

• Customer satisfaction scores

• Documentation accuracy and completeness

• Technicalproficiencyand certification progress

• Contribution to automation, process improvement, and team development

• Compliance with company policies, procedures, and security standards

• Certificationpathswill be defined andrequired.

Training and mentorship programs are available to support career growth.

Reporting Structure

Reports To: Service Desk Lead

Work Location: In Office / Hybrid

Travel Requirements: Occasional onsite client support asrequired

Note: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 orrequired.