Service Desk Administrator - Level 2

About Us:
Lerner Solutions is a dynamic IT Managed Service Provider (MSP) committed to delivering high-quality IT solutions and exceptional customer support. We thrive on innovation, teamwork, and continuous improvement. As our client base grows, we are looking for a talented and motivated Level 2 Service Desk Administrator to join our collaborative and fast-paced team. You must be able to work EST working hours. 

Job Summary:
The Service Desk Administrator - Level 2 plays a pivotal role in providing advanced technical support and systems administration to a diverse range of clients. This position acts as a key escalation point for Level 1 administrators and works closely with senior IT staff to maintain system performance, resolve technical issues, and uphold client satisfaction.

Responsibilities

Tier 2 Support & Escalation:

• Provide advanced technical support for escalated service desk incidents.
• Collaborate with Level 1 and Level 3 administrators to resolve complex issues efficiently.
• Troubleshoot and resolve a wide array of desktop, server, and cloud-based problems.

System Administration & Maintenance:

• Administer and support user accounts and devices using tools such as NinjaRMM, Intune, and JAMF Pro.
• Configure and troubleshoot VPNs (e.g., OpenVPN, AnyConnect, AWS), firewalls, and network devices.
• Manage OS reinstallation, hardware diagnostics, and application configuration.

Customer Service & Documentation:

• Deliver excellent service and support to end-users across various technologies and industries.
• Maintain thorough documentation for systems, procedures, and user guides.
• Ensure service-level objectives (SLOs) are met through timely ticket resolution.

Mentorship & Collaboration:

• Act as a mentor for Level 1 administrators, providing support and guidance.
• Work cross-functionally with the broader support and engineering teams.

Daily Responsibilities

• Respond to and resolve escalated tickets from Level 1 agents.
• Support and manage systems for end-users across different platforms (Windows, macOS, SaaS).
• Maintain real-time ticket documentation and ensure accurate logging of actions taken.
• Communicate effectively with clients regarding ongoing issues and status updates.

Weekly Responsibilities

• Participate in team meetings.
• Support on-call rotations, including weekends and holidays, as needed.
• Collaborate on process improvements and technical training sessions.

Required Skills and Qualifications

Technical Expertise:

• 2+ years in Level 2 support or systems administration.
• Strong experience with Windows, macOS; Linux a plus.
• Familiarity with Microsoft 365, Google Workspace, and Active Directory (on-prem & Azure).
• Hands-on experience with VPNs, firewalls, DNS, DHCP, and group policies.
• Skilled in RMM tools (e.g., NinjaRMM, Jamf, Intune).

Communication & Problem Solving:

• Excellent written and verbal communication skills.
• Strong analytical and troubleshooting abilities.
• Proven ability to multitask in a fast-paced, client-centric environment.

Certifications:

• Relevant industry certifications (e.g., CompTIA, Microsoft, Cisco) are a plus.

What They Offer

• A collaborative and supportive team culture.
• Opportunities for technical growth across diverse environments.
• Competitive compensation and comprehensive benefits:
  • Health, dental, and vision insurance
  • Paid time off and holidays
  • Ongoing training and certification support
  • 401k Match

Compensation$65,000-$75,000