Virtumarc

Position Overview
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
Requirements
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
• Microsoft desktop or Microsoft 365 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
Benefits

• Health Insurance
• Dental Insurance
• Vision Insurance
• Paid Time Off
• Paid Holidays