IT Service Desk Technician - Level 2

Job Description

Job DescriptionSalary:

About CIO Tech
Were a Tampa-based MSP known for responsiveness and reliability. We hire for work ethic, ownership, and attention to detail as much as technical skill. We promote from within and give motivated techs room to grow.

Our team genuinely enjoys solving problems and building relationships. Our clients know us as approachable, responsive, and reliable, and we expect the same from every team member. We keep things professional, but never stiff. Youll find team lunches, company events, and a business-casual environment where your personality is as important as your technical skills.

Role

Provide advanced remote and onsite support for desktops, servers, networks, and Microsoft 365. Own escalations from Level 1, close tickets with clear documentation, and keep customers in the loop.

What youll do

• Triage and resolve tickets by phone, remote tools, and onsite when needed
• Administer Microsoft 365, Exchange Online, SharePoint, OneDrive, Teams
• Manage users, groups, and policies in Active Directory and Entra ID
• Handle Windows Server basics, upgrades, and common migrations
• Support networking fundamentals, VLANs, DNS, DHCP, VPNs
• Configure and support firewalls and UTM features at a Level 2 scope
• Support storage platforms such as SAN, NAS, iSCSI
• Document fixes and customer specifics in IT Glue
• Keep time entries and ticket notes current in ConnectWise Manage
• Mentor Level 1 and participate in the on-call rotation

How youll succeed

• Strong work ethic and follow-through
• Attention to detail, checklists, and verification before closure
• Clear, plain-language communication with customers and teammates
• Growth mindset: learns fast, asks good questions, adapts to new tools and processes

Qualifications:

• 3+ years in an MSP or similar multi-client environment
• Windows 10/11 Pro and current Windows Server experience
• Microsoft 365 admin skills
• AD and Entra ID user and group administration
• Networking fundamentals and practical firewall experience
• Working PowerShell for common admin tasks
• Reliable documentation habits and same-day time entry
• Valid drivers license for occasional onsite work

Nice to have

• RMM, PSA, and documentation tools: ConnectWise Manage, ConnectWise Automate, NinjaOne, IT Glue, Liongard, AutoElevate, Passportal
• VMware, Hyper-V, or Proxmox
• Backup platforms such as Veeam or Datto
• EDR, MDR, SIEM tools such as SentinelOne or Huntress

Benefits

• Paid Time Off 15 days in your first year, plus holidays.
• Retirement Plan IRA with company match.
• Insurance Comprehensive medical, dental, vision, life, and ancillary coverage.
• Perks Company events, team lunches, referral bonuses, and business casual environment.
• Community Engagement Paid volunteer time to give back to the causes you care about.