Service & Support

Service Desk Engineer II

Bozeman, Montana Full-time · Hybrid 50,000–65,000 Reports to Service Manager

The primary owner of tier 2 escalations across the service desk, resolving complex issues beyond tier 1 scope and providing early tier 3 support alongside our discipline architects. Your technical lane runs through Windows Server, virtualization, and identity and collaboration platforms including Microsoft 365, Entra ID, and Google Workspace.

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What you'll do

Tier 2 escalation ownership: independently resolve escalated tickets across server, identity, virtualization, and collaboration platforms, owning each ticket from start to close with clear documentation.
Early tier 3 support: triage and begin work on complex issues at the tier 3 boundary, collaborating with discipline architects to drive resolution and capture knowledge.
Microsoft 365 and Entra ID administration: manage user lifecycle, licensing, Exchange Online, SharePoint, Teams, conditional access, and MFA.
Google Workspace administration: administer EDU tenants including OU structure, device management, user provisioning, Vault, and policy configuration.
Windows Server and virtualization: support Windows Server environments (AD, DNS, DHCP, Group Policy) and virtualized infrastructure on Hyper-V and VMware.
MDM administration: manage device enrollment, compliance policies, and application deployment in Intune and other MDM platforms.
Firewall and network support: perform basic Sophos firewall tasks such as log review and rule and policy changes, escalating advanced configurations to the network architect.
Project assistance: join one to two on-site project deployments per year as a hands-on technical resource. Travel required.
Documentation: maintain accurate ticket notes, resolution docs, and runbooks in ConnectWise, and contribute to the internal knowledge base.
Mentor tier 1 technicians on escalated issues and participate in the after-hours on-call rotation.

What you bring

Working knowledge of Windows Server: Active Directory, DNS, DHCP, Group Policy, and file services, with tier 2 troubleshooting depth.
Hands-on virtualization experience with Hyper-V and/or VMware vSphere.
Proficiency with Microsoft 365 and Entra ID: user and license management, Exchange Online, Teams, SharePoint, MFA, and conditional access.
Experience administering Google Workspace tenants, including OU management, device policy, and Vault.
Working knowledge of Microsoft Intune for device enrollment, compliance, and app deployment.
Ability to read firewall logs and make basic rule and policy changes. Sophos experience preferred.
Solid networking fundamentals: TCP/IP, VLANs, DNS, DHCP, and basic switching.
Proficiency with ConnectWise Manage or a similar PSA for ticketing, time entry, and escalations.
Clear written and verbal communication with both technical peers and non-technical end users.
Two to three years of IT support experience with demonstrated tier 2 proficiency in at least two of the core platforms above.

Nice to have

AA/AS in Information Technology, Computer Science, or a related field.
Certifications such as CompTIA Network+ or Security+, Microsoft MS-102, or Google Associate Cloud Engineer.
Google Workspace EDU environment exposure.
MSP or multi-client environment experience.

Ready to apply?

Email your resume and a quick note about why this role fits. We read every one.