Help Desk Technician - Tier 2 at BICloud Tech in Remote

Location: Remote — United States

Employment type: Full-time, W-2 employee

Compensation: $55,000–$70,000 USD base salary per year

Role type: Individual contributor

Benefits: Standard benefits package including health insurance; plan details will be provided during the hiring process

Travel: No regular travel required

About the role

BICloud Tech is seeking a Tier 2 Help Desk Technician to resolve escalated end-user issues across Microsoft 365, Windows, endpoints, identity, applications, and connectivity. You will provide responsive customer support, own tickets through resolution, and help strengthen the team's knowledge base and support processes.

Responsibilities

• Resolve escalated incidents involving Windows, Microsoft 365, Teams, Outlook, OneDrive, devices, printers, VPN, and network connectivity.
• Administer user accounts, groups, licenses, permissions, multifactor authentication, and endpoint policies within approved procedures.
• Diagnose recurring problems, document root causes, and recommend preventive improvements.
• Use remote-support, ticketing, monitoring, and endpoint-management tools effectively.
• Keep customers informed with clear status updates and realistic next steps.
• Create and maintain technical notes, runbooks, and knowledge-base articles.
• Escalate security events and complex infrastructure issues with complete diagnostic evidence.

Qualifications

• 2+ years in a help desk, desktop support, or managed-services environment.
• Strong knowledge of Windows 10/11, Microsoft 365 applications, Entra ID basics, endpoint support, and TCP/IP fundamentals.
• Experience with ticketing systems, remote support, and structured troubleshooting.
• Clear written and verbal communication and a customer-first approach.

Preferred

• CompTIA A+, Network+, or Microsoft role-based certification.
• Intune, Autopilot, Active Directory, PowerShell, and basic Azure experience.
• MSP experience and familiarity with service-level targets.