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IT Support Technician (Tier II) (Remote)

ArcherTalent is partnering with a local Managed Service Provider (MSP) to hire an experienced Tier II IT Support Technician. Our client supports businesses with reliable, responsive, and proactive IT services, working closely with their customers to maintain technology environments, resolve technical issues, and keep their teams operating securely and efficiently.

This is a part-time W-2 opportunity starting at approximately 25 hours per week, with the potential to grow into a full-time role as the business continues to expand. We're looking for an IT professional who enjoys hands-on problem solving, working directly with clients, and the flexibility of a part-time schedule.

The Role

As a Tier II IT Support Technician, you will provide technical support across multiple client environments, handling issues that require deeper troubleshooting and technical expertise beyond basic help desk support.

This is a hands-on, client-facing position that combines remote technical support with onsite client work. Approximately 20-40% of your time will be spent at client locations, with the remainder supporting clients remotely.

The position will initially average approximately 25 hours per week, with the expectation that the role may grow to 40 hours per week as client needs and the business continue to expand. The position offers flexibility in scheduling, and we will work with the right candidate to establish a consistent weekly schedule based on both their availability and client needs.

Local travel to client locations is required, and business mileage is reimbursed.

Key Responsibilities

Provide Tier II technical support across multiple client environments
Troubleshoot and resolve escalated desktop, application, network, hardware, and connectivity issues
Support Microsoft 365 environments, including Teams, Outlook, Exchange Online, OneDrive, SharePoint, and related applications
Administer and troubleshoot Microsoft Entra ID / Azure AD and Active Directory environments
Support both Windows and macOS devices and environments
Manage user accounts, permissions, groups, access, and authentication issues
Diagnose networking issues involving TCP/IP, DNS, DHCP, VPNs, Wi-Fi, switches, firewalls, and wireless infrastructure
Configure, troubleshoot, and support network equipment from vendors such as Ubiquiti, Cisco, Fortinet, and Palo Alto
Install, configure, deploy, and maintain workstations, laptops, network equipment, and other endpoint hardware
Perform onsite troubleshooting, installations, upgrades, equipment replacements, and other technical work at client locations
Use RMM tools to remotely monitor, manage, troubleshoot, and maintain client systems
Manage support requests through a ticketing/PSA platform and maintain accurate documentation
Escalate complex issues when appropriate while providing clear troubleshooting history and documentation
Communicate technical issues and solutions clearly to technical and non-technical users
Identify recurring technical issues and opportunities to improve client environments
Collaborate with other technicians and engineers to resolve complex issues

Technology Environment

NinjaOne / Ninja RMM - experience with Ninja is beneficial, but experience with other RMM platforms is transferable
ScreenConnect / ConnectWise Control - remote support and troubleshooting
Halo - experience with Halo is helpful, but experience with other PSA or ticketing systems is acceptable
Ubiquiti
Cisco
Fortinet / FortiGate
Palo Alto Networks
Microsoft 365 / Teams
Windows and macOS environments

Candidates do not need experience with every platform listed above. We are primarily looking for strong Tier II troubleshooting skills and the ability to quickly learn new technologies and client environments.

Required Qualifications

2+ years of professional IT support experience
Demonstrated experience troubleshooting Tier II-level technical issues
Experience supporting users across multiple systems, applications, and devices
Strong knowledge of Windows environments
Experience supporting Microsoft 365 and Microsoft Teams
Working knowledge of Active Directory and/or Microsoft Entra ID
Solid understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, Wi-Fi, switching, and firewalls
Experience troubleshooting desktops, laptops, printers, peripherals, and common business applications
Experience working with an RMM platform
Experience working within a ticketing or PSA system
Ability to independently troubleshoot technical issues and determine appropriate next steps
Strong client-facing communication and customer service skills
Strong technical documentation and organizational skills
Ability to manage multiple client issues and priorities
Ability and willingness to travel locally to client locations approximately 20-40% of the time
Valid driver's license and reliable transportation

Preferred Qualifications

Previous Managed Service Provider (MSP) experience
Experience with NinjaOne / Ninja RMM
Experience with ScreenConnect / ConnectWise Control
Experience with HaloPSA
Hands-on experience with Ubiquiti, Cisco, Fortinet, and/or Palo Alto networking equipment
Experience supporting macOS devices in a business environment
Experience with endpoint security, EDR, backup, and cybersecurity tools
Experience with workstation deployments, migrations, and new-user setups
Microsoft, CompTIA, Cisco, or other relevant IT certifications
Experience designing, deploying, or troubleshooting point-to-point (P2P) wireless networks is a significant plus

What Success Looks Like

The right person for this role is a strong troubleshooter who is equally comfortable working remotely or walking into a client's office to solve a problem firsthand.

You don't need to know every technology in our stack on day one. You do need a strong technical foundation, the ability to troubleshoot methodically, and the confidence to take ownership of an issue through resolution.

Because you'll interact directly with clients, communication matters. You should be able to explain technical issues clearly, provide a professional client experience, and know when an issue can be resolved independently versus when it should be escalated.

Position Details

Employment: Part-Time, W-2
Hours: Approximately 25 hours per week
Schedule: Flexible; the selected candidate will have input into establishing their regular weekly availability
Work Environment: Hybrid - remote support and onsite client work
Client-Site Work: Approximately 20-40%
Travel: Local travel to client locations required; business mileage reimbursed
Compensation: $30 / hr
Location: Denver Metro Area