Nesco is seeking a Level 2 IT Support Technician to support a Managed Service Provider (MSP) onsite in Ashburn, VA. This full-time position is ideal for a technically skilled professional who can take ownership of escalated support issues, contribute to infrastructure improvement initiatives, and provide mentorship to junior technicians.
Role and Responsibilities
The Level 2 Technician acts as an escalation point for Tier 1 support staff and works independently on moderately complex technical issues, system maintenance, and small project implementations. This technician ensures high levels of customer satisfaction through timely, expert-level troubleshooting and proactive support.
-
Act as Tier 2 escalation for incoming support requests related to hardware, software, and networking issues.
-
Independently resolve advanced technical issues with Windows OS, Microsoft 365, and core networking services (DNS, DHCP, TCP/IP).
-
Perform advanced workstation and server troubleshooting, system imaging, patching, and performance tuning.
-
Maintain and troubleshoot user accounts and security policies within Active Directory and Group Policy.
-
Support VoIP and SaaS applications with configuration, administration, and issue resolution.
-
Participate in root cause analysis and implement preventative solutions for recurring issues.
-
Work closely with Tier 3 support and engineering teams on complex escalations and infrastructure upgrades.
-
Assist in onboarding and mentoring Level 1 technicians.
-
Contribute to the continuous improvement of documentation, SOPs, and knowledge bases.
-
Participate in the on-call rotation for after-hours support.
Skills and Qualifications
-
3–5 years of experience in a technical support or help desk role, preferably in an MSP or similar fast-paced IT environment.
-
Advanced knowledge of Windows desktop and server environments, Microsoft 365 administration, and common business software.
-
Strong troubleshooting skills in networking (LAN/WAN, DNS, DHCP) and endpoint management.
-
Proficiency with Active Directory, GPOs, and basic scripting or automation (PowerShell preferred).
-
Experience supporting VoIP systems, endpoint security, and cloud/SaaS applications.
-
Ability to manage tasks independently and contribute to IT projects and process improvements.
-
Excellent communication skills for both technical and non-technical audiences.
-
Industry certifications preferred: CompTIA A , Network , Security , Microsoft, or ITIL Foundation (or willingness to obtain).
Security and Compliance Requirements
-
Adhere to security and privacy best practices, policies, and procedures.
-
Ensure secure handling of sensitive data and maintain compliance with MSP and client standards.
-
Promote a culture of security awareness and operational reliability.
This is a great opportunity for a driven technician to take the next step in their IT career, broaden their technical expertise, and grow within a supportive MSP team environment.
Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.
Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.