Tier 2 Helpdesk Technician

Techlocity | Indianapolis, IN (Hybrid) | Full-Time

Why This Role Matters

At Techlocity, we help businesses stay secure, productive, and connected through exceptional IT support and technology solutions. When our clients experience technical challenges, they count on us to restore service quickly, solve problems thoroughly, and prevent issues from happening again.

As a Tier 2 Helpdesk Technician, you will be the critical link between frontline support and senior engineering. You'll tackle complex technical issues, uncover root causes, and own resolutions that directly impact our clients' ability to operate effectively. If you enjoy solving challenging problems, working across diverse technologies, and building your technical expertise in a fast-paced MSP environment, this role offers the opportunity to make a meaningful impact every day.

About Us

Techlocity is a managed IT services provider that delivers technology solutions to organizations across a variety of industries. Our team partners with clients to provide reliable infrastructure, cybersecurity, cloud services, and day-to-day technical support.

What sets us apart is our commitment to solving problems the right way. We value curiosity, accountability, continuous learning, and teamwork. Our technicians are trusted advisors who build lasting relationships by delivering both technical expertise and exceptional service.

What You'll Own

As a Tier 2 Helpdesk Technician, you'll take ownership of technical issues that require deeper analysis and troubleshooting beyond initial support. You'll investigate, diagnose, resolve, document, and communicate solutions while collaborating with both clients and internal teams.

You'll work across multiple client environments and technologies, ensuring issues are resolved accurately and efficiently while maintaining a high standard of customer service.

How You'll Make an Impact

Solve Complex Technical Challenges

• Investigate and resolve escalated support issues across Microsoft environments, servers, networks, and cloud platforms.
• Analyze logs, metrics, and system behaviors to identify root causes and implement effective solutions.
• Escalate issues to Tier 3 Engineering with complete documentation, supporting data, and clear impact assessments.

Support Critical Infrastructure

• Troubleshoot Windows workstations and servers.
• Administer and support Active Directory, Group Policy, DNS, DHCP, Kerberos, and Microsoft server services.
• Assist with virtualization platforms including Hyper-V and VMware.

Manage Identity & Microsoft 365 Technologies

• Resolve issues involving Exchange Online, Microsoft 365, Entra ID (Azure AD), MFA, Conditional Access, and authentication.
• Support tenant migrations, domain transitions, licensing administration, and identity synchronization.

Diagnose & Support Network Environments

• Troubleshoot routing, VPN, firewall, VLAN, NAT, and connectivity issues.
• Apply networking knowledge to identify and resolve communication failures across client environments.

Strengthen Client Security & Reliability

• Respond to endpoint security alerts and investigate potential threats.
• Support patch management processes and validate successful deployments.
• Verify backup integrity and disaster recovery readiness.

Deliver Outstanding Client Experiences

• Provide remote and occasional onsite support.
• Communicate technical concepts clearly to non-technical users.
• Participate in client onboarding, infrastructure projects, and after-hours on-call rotation.

What We're Looking For

• 3–5 years of professional IT experience.
• Previous experience in a Managed Service Provider (MSP) environment strongly preferred.
• Hands-on experience supporting Windows Server, Active Directory, and Microsoft 365 environments.
• Experience using RMM and PSA platforms (ConnectWise Manage and Datto RMM preferred).

Technical Expertise

• Windows Server administration and troubleshooting.
• Active Directory, Group Policy, and identity management.
• Microsoft 365, Exchange Online, and Entra ID (Azure AD).
• TCP/IP networking fundamentals and troubleshooting.
• VPN technologies, routing, DNS, and network diagnostics.
• PowerShell for administration and troubleshooting.
• Hyper-V and/or VMware virtualization.
• Working knowledge of Microsoft Azure and/or AWS.

Preferred Certifications

• CompTIA Network+
• CompTIA Security+
• Microsoft Certifications
• Cisco Certifications

What You'll Gain

• A Career Path, Not Just a Job

• Meaningful Technical Work

• Collaborative Team Culture

Compensation, Benefits & Work Environment

• Medical, dental, and vision insurance options.
• Paid time off and paid holidays.
• 401(k) retirement plan.
• Employee Stock Ownership Plan eligibility, subject to plan requirements.
• Training and development opportunities to support continued technical growth.

Apply Today

If you're ready to move beyond basic troubleshooting and build your career solving complex technology challenges, we'd love to hear from you.

Join Techlocity and become part of a team that values technical excellence, continuous learning, and making a real impact for clients every day.

Apply today and take the next step in your IT career.