Tier 2 Helpdesk Technician

ScribNet is redefining managed IT services by placing a strong emphasis on innovation, client satisfaction, and cybersecurity excellence. Our goal is to stand out in the industry by not only meeting but exceeding the expectations of our clients. We take immense pride in delivering top‑tier IT solutions that empower businesses, ensuring their systems operate securely, efficiently, and reliably under our expert care.

The Role

We’re on the hunt for a Tier II Helpdesk Technician to become a crucial part of our expanding team in Virginia. This position is ideal for an experienced IT professional who thrives on solving complex problems, enjoys deep technical challenges, and takes ownership of escalated client issues.

Advanced Support & Troubleshooting

• Diagnose and resolve second‑level issues across Windows Server, Active Directory, networking, and major applications.
• Configure and troubleshoot VPNs, firewalls, VLANs, and remote‑access technologies.

Systems Administration

• Perform user and group management, GPO design, DNS/DHCP administration in on‑prem and Azure environments.
• Administer Microsoft 365 (Exchange Online, Teams, SharePoint) and manage mail‑flow troubleshooting.

Automation & Scripting

• Develop, maintain, and document PowerShell scripts for routine tasks, reporting, and bulk operations.

Virtualization & Backup

• Provision and manage VMs in VMware and Hyper‑V; orchestrate snapshots, template deployments, and recoveries.
• Oversee backup and restore processes (Veeam, native snapshots, cloud backups).

Knowledge Sharing & Mentorship

• Create runbooks, knowledge‑base articles, and SOPs.
• Mentor Tier I technicians and coordinate escalations to engineering teams.

Client Engagement

• Serve as a technical point of contact for escalated tickets, ensuring timely communication and resolution.
• Participate in project rollouts, maintenance windows, and client trainings as needed.

• Bachelor’s degree in Information Technology, Computer Science, or equivalent work experience.
• 3+ years of hands‑on experience in IT support, system administration, or a similar role.
• Deep expertise with Windows Server, Active Directory (AD, GPO), DNS/DHCP, and Microsoft 365.
• Strong networking knowledge: routing, switching, VLANs, VPNs, and firewall policies.
• Proficiency in PowerShell scripting for automation and bulk management.
• Experience with virtualization platforms (VMware vSphere, Microsoft Hyper‑V) and backup solutions (Veeam, Azure Backup).
• Familiarity with endpoint security/EDR tools and best practices.
• Excellent verbal and written communication skills; adept at explaining technical concepts to non‑technical users.
• Ability to work independently and collaboratively within a fast‑paced MSP environment.

• 2 weeks PTO
• Healthcare Reimbursement
• Be part of a growing and innovative managed IT services company.
• Work with a diverse range of technologies and clients.
• Opportunities for career growth and continuous learning.
• Competitive salary and benefits package.

Join ScribNet LLC as a Tier 2 Helpdesk Technician. Enhance your IT skills, drive innovation, and support businesses in Richmond's dynamic tech scene. Apply today for a rewarding career.