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Service Desk Technician - II
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nuvioIT LLC
Norfolk, VA (In Person)
$55,000 Salary, Full-Time
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Job Description
Service Desk Technician - II nuvioIT LLC Norfolk, VA Job Details Full-time $50,000 - $60,000 a year 3 hours ago Qualifications Cloud identity and access management (IAM) Customer communication Windows Incident Escalation Cloud service support Desktop (troubleshooting support) Computer management Azure AD Customer support ticket management VPN management Desktop administration CompTIA Security+ Escalation handling Intune Ticketing system technical support Identity & access management Full Job Description About the Role nuvioIT is a managed security and compliance provider serving Defense Industrial Base (DIB) contractors across Hampton Roads. We're looking for a Service Desk Technician II to be a key escalation point for client support — someone who can own tougher tickets, work directly in client Microsoft 365 and Azure environments, and help keep our DIB clients secure and running. This isn't a pure desk-side role. You'll be hands-on across Intune, Entra ID, and managed endpoints, often in compliance-driven (CMMC / GCC High) environments. If you like solving problems that go beyond password resets and want to grow into security and compliance work, this is a good fit. What You'll Do Serve as the Tier 2 escalation point for tickets the Tier 1 team can't resolve Troubleshoot Windows desktops/laptops, Microsoft 365, Entra ID, Intune, and common business applications Support endpoint management - device enrollment, configuration profiles, patching, and compliance policies Diagnose network, printer, VPN, and connectivity issues Manage user lifecycle tasks (onboarding/offboarding, access changes, MFA/conditional access) Document resolutions clearly in the ticketing/PSA system and contribute to the knowledge base Work within our RMM platform to monitor, patch, and remediate endpoints Escalate to senior engineers when issues require deeper security or infrastructure work Maintain professional, responsive communication with client end users What You Bring Required 3+ years in IT support, with at least 1 year at a Tier 2 / escalation level Strong working knowledge of Windows 10/11 and Microsoft 365 administration Hands-on experience with Entra ID (Azure AD) and Intune Solid networking fundamentals (DNS, DHCP, VPN, TCP/IP) Comfortable working independently and managing a ticket queue Clear written and verbal communication Ability to pass a background check; U.S. person status required for DIB client work Preferred Experience in an