Service Desk Technician II

CompassMSP

. Independently resolve escalated Windows 10/11, Microsoft 365, Exchange Online, Outlook, Teams, OneDrive, application, printer, VPN, and RDS issues.

Posted 10/24/2026full-timeRemote • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in troubleshooting Windows 10/11, Microsoft 365, and Active Directory issues while maintaining effective client communication and documentation. Proficient in managing service workflows and adhering to security and change-management protocols.

Highest-signal resume keywords

Windows 10/11 TroubleshootingMicrosoft 365 AdministrationActive Directory ManagementIndependent Problem SolvingClient-Facing Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Windows ServerMicrosoft 365Active DirectoryMFADNSDHCPVPNTCP/IPRemote AccessEndpoint Management

Soft Skills

Independent TroubleshootingTicket HygieneClient CommunicationCollaborationEscalation Management

Tools & Technologies

ConnectWisePSARMMRemote ToolsService Management Systems

Certifications & Qualifications

CompTIA Network+CompTIA Security+Azure FundamentalsMicrosoft Role-Aligned Certifications

Industry Keywords

MSPService DeskHigh-Volume Customer SupportOnboarding WorkflowsOffboarding Workflows

Tech Stack

Tools & technologies

AzureDNSTCP/IP

About the role

Key responsibilities & impact

Independently resolve escalated Windows 10/11, Microsoft 365, Exchange Online, Outlook, Teams, OneDrive, application, printer, VPN, and RDS issues.
Investigate routine Windows Server service, Active Directory, Entra ID, device enrollment, and network connectivity issues.
Perform authorized account, mailbox, licensing, group, device, and endpoint-management changes.
Use logs, monitoring, remote tools, and repeatable tests to isolate failures and confirm recovery.
Support onboarding and offboarding workflows and remote deployment or device configuration troubleshooting.
Identify common failure patterns and document reusable troubleshooting steps.
Assist Technician I staff with diagnosis, escalation quality, and technical questions.
Own assigned client issues or service workflows through completion or documented handoff; provide timely updates and clear next steps.
Maintain complete, accurate records in approved service-management systems, including ticket notes, work performed, client communications, and applicable time entries.
Follow approved security, identity verification, confidentiality, escalation, and change-management procedures.
Make authorized changes within established client configurations; escalate architecture or redesign needs to the appropriate engineering resource.

Requirements

What you’ll need

3-5 years in MSP/service desk or comparable support, with demonstrated independent resolution.
Working knowledge of Windows Server and endpoints, Microsoft 365 administration, Active Directory/Entra ID, MFA, DNS, DHCP, VPN, TCP/IP, and remote access.
Strong independent troubleshooting, ticket hygiene, and client-facing communication.
Preferred: MSP or high-volume customer support exposure; ConnectWise or similar PSA and RMM familiarity.
Preferred: CompTIA Network+, Security+, Azure Fundamentals, Microsoft role-aligned certifications, or equivalent experience.
Reliable home office environment and ability to work independently while collaborating with a distributed team.
On-call availability.

Benefits

Comp & perks

annual salary plus quarterly bonus opportunities, subject to role and eligibility.
Progressive, flexible paid time off.
Medical, dental, vision, life, and disability benefit options.
Tax-deferred retirement plan with company match, subject to plan terms.
Career development, technical learning, and coaching opportunities.
A collaborative team environment with opportunities to grow within CompassMSP.