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Tier 2 Help
Desk Technician

Tier 2 Help Desk Technician

Atruent – Columbia, MD

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Job Description

We are seeking a skilled and detail-oriented Tier 2 Technician to join our Managed Service Provider (MSP) team. The Tier 2 Technician will serve as a critical escalation point for complex technical issues, providing advanced troubleshooting and support to ensure client satisfaction and system reliability. This role requires hands-on expertise with key MSP tools, a deep understanding of IT systems, and a passion for delivering exceptional service to clients.

Key Responsibilities

  1. Advanced Technical Support:
    • Serve as an escalation point for Tier 1 technicians, resolving complex technical issues promptly and effectively.
    • Diagnose and troubleshoot issues related to hardware, software, networking, and cloud-based solutions.
    • Manage advanced configurations and integrations across client environments, including Microsoft 365, Datto RMM, and Auvik.
  1. Client System Maintenance:
    • Proactively monitor client systems for potential issues using tools like Datto RMM and Auvik.
    • Perform advanced maintenance tasks such as patch management, system updates, and network optimizations.
    • Ensure data integrity through backup verification, recovery testing, and disaster recovery planning.
  2. Documentation & Process Improvement:
    • Maintain accurate and detailed client documentation in IT Glue.
    • Review and improve internal knowledge base articles to assist Tier 1 technicians.
    • Identify recurring issues and recommend long-term solutions or process enhancements.
  3. Project Support:
    • Assist with the implementation of new client projects, including migrations, deployments, and system upgrades.
    • Collaborate with project managers and engineers to deliver solutions on time and within scope.
  4. Collaboration & Communication:
    • Work closely with Tier 1 technicians, providing guidance and mentorship as needed.
    • Escalate unresolved issues to Tier 3 or engineering teams with comprehensive documentation.
    • Communicate effectively with clients to provide updates, technical explanations, and best practices.

Required Skills & Qualifications

  1. Technical Expertise:
    • Proficient in troubleshooting and supporting systems such as Autotask, IT Glue, Screen Connect, Datto RMM, Microsoft 365, and Auvik.
    • In-depth knowledge of Windows operating systems, Office applications, and networking (DNS, DHCP, firewalls, VPNs).
    • Experience with backup solutions, disaster recovery, and virtualization technologies.
  2. Problem-Solving Abilities:
    • Strong analytical skills to identify root causes and resolve issues efficiently.
    • Ability to handle high-pressure situations and manage multiple priorities effectively.
    • Customer-Centric Approach:
    • Excellent communication skills, both verbal and written.
    • Ability to explain complex technical issues in a simple and friendly manner.
    • Strong commitment to delivering high-quality client experiences.
  3. Personal Attributes:
    • Detail-oriented, organized, and proactive in identifying and addressing system vulnerabilities.
    • Passionate about technology and dedicated to continuous learning.
    • Team player who thrives in a collaborative environment.
  4. Certifications (Preferred):
    • CompTIA Network+, Security+, or equivalent certifications.
    • Microsoft 365 or Azure certifications.
    • Relevant certifications in networking or backup technologies.

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Testimonials

Atruent provides the necessary services, they fix what needs fixing, they answer my questions, they are pro-active with future needs, and they do it with a smile. We look forward to using their services for the foreseeable future!
Becky GutinBaltimore Hebrew Congregation
ABH has been working with Atruent for the last 2+ years. Every person within the company strives for excellence and provides exceptional service to their clients. The CEO builds individual relationships and sets the tone for a friendly organizational culture and climate. Every phone call, meeting, or interaction with any of their staff leads to satisfaction and fondness for their attitude, expertise, and competence. I would recommend Aida and her team to up-and-coming or established companies. No job is too small or too big for this company.
Vera Kurdian LCSW_C,CEO, Program Director, Advanced Behavioral Health, Inc.

Atruent's Value Proposition

VALUE PROPOSITION FOR NON-PROFIT ORGANIZATIONS 

Relevancy

In today’s digital-first world, nonprofit organizations face unprecedented cybersecurity challenges that directly threaten their mission-critical work.
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Quantified Value

Our partnership delivers measurable impact that directly strengthens your nonprofit’s mission effectiveness and operational efficiency.

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Unique Differentiation

What sets Atruent apart in the nonprofit sector isn’t just our technical expertise, it’s our soul-deep commitment to your mission.
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Unique Differentiation

We’re a globally diverse, QMCS-certified cybersecurity provider with programs purpose-built for nonprofit success.

Through our #AtruCommunity initiative, we go beyond securing systems. We volunteer alongside your teams, amplify your mission through our platforms, and build relationships that feel more like partnerships than vendor agreements. Our team, representing over 10 countries, brings culturally aware, mission-aligned solutions that reflect the communities you serve.

At Atruent, every nonprofit partner has direct access to our leadership, personalized strategies that respect your goals and budget, and a team that shows up with passion, accountability, and heart. We don’t just protect nonprofits, we champion them.

Quantified Value

Our partnership delivers measurable impact, not just in security, but in mission effectiveness. With SOC 2 Type 2 compliance and guaranteed one-hour response times, Atruent provides enterprise-grade protection tailored to nonprofit realities. The stakes are high: the average cyber breach costs nonprofits over $200,000, resources that should be fueling programs, not recovering from crises.

We take a proactive approach. In 16 years, our clients have experienced zero major data breaches. Our 24/7/365 monitoring safeguards donor data, volunteer records, and beneficiary information, so you can focus on serving your community with confidence.
Through our #AtruCommunity initiative, we go even further, volunteering our time, amplifying your mission through our networks, and building partnerships that extend beyond the tech. The result? Stronger security, lower risk, and more resources redirected to what matters most: your mission.

Relevancy

In today’s digital-first world, nonprofits face growing cybersecurity threats that can jeopardize their ability to serve. With over 60% of nonprofits experiencing cyberattacks, and many lacking the resources to respond, trusted, mission-aligned partners are more essential than ever.

Atruent brings both technical expertise and heart. As a globally diverse, QMCS-certified cybersecurity provider, we understand the unique pressures nonprofits face. Through our #AtruCommunity initiative, we go beyond protection, we amplify your mission, volunteer alongside your teams, and treat every partnership as a shared purpose. Because when we protect your digital infrastructure, we’re protecting your ability to create lasting change.

Let’s Talk

7061 Deepage Dr.,
Suite 103 & 104,
Columbia MD 21045