IT Technician II (MSP Experience)

Latitudeinc

Millersville, MD permanent

Posted: February 5, 2026

Quick Summary

Job Description

Position Summary:

We are seeking an experienced IT Technician II with a strong background working in a Managed Service Provider (MSP) environment and deep expertise in Office 365. This role is responsible for providing Tier II technical support, managing client environments, resolving escalated issues, and supporting a wide range of infrastructure and cloud technologies across multiple customers.
The ideal candidate thrives in a fast-paced, client-facing environment, is highly organized, and enjoys troubleshooting complex technical issues while delivering excellent customer service.

This position is a mix of in office work and local travel to client sites 2-3 days per week.

Responsibilities::
• Technical Support & Troubleshooting
• Provide Tier II remote and occasional onsite support for end users across multiple client environments.
• Troubleshoot and resolve escalated hardware, software, network, and cloud issues.
• Diagnose and remediate complex desktop, laptop, mobile device, and peripheral problems.
• Perform root cause analysis and implement preventative solutions.
• Microsoft 365 / Office 365 Administration
• Administer Microsoft 365 tenants including Exchange Online, SharePoint, OneDrive, Teams, and Azure AD.
• Manage user accounts, licensing, permissions, and security policies.
• Configure and support email migrations, mailbox troubleshooting, and spam/security solutions.
• Implement and support MFA, Conditional Access, Intune, and endpoint management.
• Maintain and troubleshoot Microsoft Teams and collaboration tools.
• Client Environment Management
• Support Windows Server environments and Active Directory.
• Manage user provisioning, group policies, and access control.
• Support backup solutions, patch management, and endpoint security.
• Assist with infrastructure upgrades, migrations, and onboarding of new clients.
• Networking & Infrastructure
• Troubleshoot basic to intermediate networking issues (DNS, DHCP, VPNs, firewalls).
• Support remote access technologies and connectivity troubleshooting.
• Monitor system health and performance using RMM tools.
• Documentation & Customer Service
• Document tickets, procedures, and resolutions in PSA/RMM tools.
• Create and maintain technical documentation and knowledge base articles.
• Communicate clearly with clients and provide outstanding customer service.
• Collaborate with Tier I and Tier III teams to ensure timely issue resolution.

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