[Hybrid] Helpdesk Technician

• [HYBRID] IT Support Specialist (Tier 2)
• Location: Akron, OH; *Hybrid Flexibility after 3-6 months*
• Typical Hours: Full-Time; M-F, 8am-5pm *Great Work/Life Balance!*

About twonice

Our client, a growing MSP, is seeking IT Support Specialists (Tier 2) to join their team in Akron.

Responsibilities

• You'll spend about 75% of your time supporting end users and resolving tickets, with the remainder focused on troubleshooting systems, servers, networking, and security issues. We are looking for someone who enjoys both sides of the role: helping users while also solving more complex technical problems. This is more than traditional
• Help Desk work, with the opportunity to independently troubleshoot
• Administer Microsoft 365, Active Directory, Group Policy, DNS, and DHCP
• Manage user accounts, permissions, security groups, and access
• Support employee onboarding, offboarding, and workstation deployments
• Troubleshoot VPN, firewall, printer, and connectivity issues
• Respond to cybersecurity incidents and security alerts
• Communicate directly with clients throughout issue resolution
• Document ticket activity and collaborate with senior engineers

Requirements

• Microsoft 365, Active Directory, Group Policy, Windows Server, DNS/DHCP, networking, and security issues beyond basic password resets and workstation support.

Troubleshoot Microsoft 365, Windows, server, and networking issues

• 4+ years of IT support experience beyond traditional Tier 1 Help Desk required
• Windows Server, Active Directory, and Group Policy experience required
• Microsoft 365 administration and troubleshooting required
• Network troubleshooting experience including VPNs, firewalls, and switches required

Pay

Salary: $65,000-$75,000

• *\*\*Compensation negotiable based on stronger technical experience or relevant certifications\*\
• The company invests heavily in employee development, including paying for certifications and rewarding employees financially as they build their technical skillset.
• If you're motivated to learn, there is a real opportunity to grow your skills, responsibilities, and compensation quickly.

Benefits

• Benefits: Medical, Vision, Dental, 401k, Holidays, PTO, Paid Certification and Training Programs, Compensation Growth Through Certifications
• Configure workstations, laptops, mobile devices, and user accounts

Sponsorship is not available

[HYBRID] IT Support Specialist (Tier 2) Description

Whether you've worked in an MSP environment or an internal IT department, they're looking for someone who enjoys variety, wants to continue developing their technical skillset, and is hungry to grow.

This is an opportunity to join a stable team with excellent tenure, true work life balance, flexibility when needed, and a leadership team that prioritizes employee well-being over burnout. The company has built a reputation for retaining employees by offering the support, flexibility, and work-life balance that can be difficult to find within the MSP industry.

*Hybrid Schedule: Onsite training is required for the first 3 to 6 months. Once fully ramped up, employees have the flexibility to work from home a couple of days per week.*

[HYBRID] IT Support Specialist (Tier 2) Responsibilities

Provide technical support via phone, email, and ticketing system

[HYBRID] IT Support Specialist (Tier 2) Qualifications