Help Desk Representative

Tier II Help Desk / Service Desk Analyst – Remote (MSP) Remote | Andover, MA (Company Based) A growing Managed Service Provider (MSP) is expanding its remote Service Desk and hiring multiple Tier II Service Desk Analysts. Reporting to the Director of Services, this role focuses on resolving escalated support issues through a ticketing system while supporting a diverse client base. This is an excellent opportunity for an IT support professional ready to level up and grow into more advanced systems and networking work over time. Why This Role Multiple openings due to growth Fully remote (home office) Exposure to systems and networking beyond desktop support Strong training, mentoring, and career growth path Culture that values curiosity, learning, and passion for technology What You’ll Do Resolve escalated Tier II IT support issues via a ticketing system Support multiple clients with day-to-day IT needs Troubleshoot end-user, desktop, and workstation issues Assist with Windows Server, Microsoft 365, and basic systems tasks Gain exposure to networking and infrastructure technologies as you grow Collaborate with senior engineers and the service desk team What We’re Looking For 2+ years of IT support experience (help desk, service desk, desktop support) Strong foundation in: Windows 11 Windows Server Microsoft 365 / O365 Comfortable working in a ticket-based support environment Passion for technology and desire to learn and grow Strong communication and customer service skills Nice to Have (Not Required) Prior MSP experience Exposure to networking or systems administration IT certifications (A+, Network+, Microsoft, etc.) Self-directed learning and home lab experience Culture Fit This team thrives on curiosity and continuous learning. They’re looking for people who enjoy figuring out how things work and take pride in improving their technical skills — whether through hands-on troubleshooting, self-study, or personal projects. Employment Details Full-time, W2 position Must be authorized to work in the U.S. (no visa sponsorship) No C2C, contract, or third-party candidates Apply now or email your resume directly to Mike@ColemanStaffingSolutions.com All qualified candidates will be contacted.