Level 2 Technician / Help Desk Technician / System Administrator

Are you the right applicant for this opportunity Find out by reading through the role overview below.

Willow Bend Systems is a fast-growing Managed IT Services Provider headquartered in Dallas, Texas. For over a decade, we've partnered with clients to deliver reliable, secure, and innovative IT solutions, with a focus on cybersecurity, systems management, and proactive support.

Our commitment to transparency, teamwork, and problem-solving has helped us become a trusted technology partner to businesses across various industries. We believe in investing in our people, celebrating wins and losses, and building a culture rooted in accountability, growth, and trust.

If you're driven, technically skilled, and passionate about helping others, we welcome you to be part of a team that values both innovation and integrity.

• Job Summary

We’re looking for a Level 2 Technician / Help Desk Technician / System Administrator to join our team in Dallas, TX. This is a full-time, on-site position for a proactive and detail-oriented professional who thrives in a fast-paced, service-driven environment.

Though this role is highly technical, it is also customer-facing. You’ll spend your time both solving complex IT problems and communicating with users in a professional, friendly, and effective manner. You’ll be supporting a wide range of technologies, managing service tickets, and helping drive issue resolution from start to finish.

This role offers a strong opportunity for growth in systems administration, networking, and security, while collaborating with a tight-knit, skilled team.

• Responsibilities
• Provide Tier 1 and Tier 2 support to end users via phone, remote desktop, and on-site visits
• Troubleshoot and resolve technical issues related to Citrix, VMware, Active Directory, Microsoft 365, and Azure
• Configure and maintain SonicWall firewalls, switches, and Aruba wireless access points
• Support network services including DNS, DHCP, VPNs, and SMTP
• Diagnose and resolve issues with endpoints, remote access, printing, and third-party applications
• Manage user accounts, groups, and permissions through Active Directory and Azure AD
• Maintain thorough and accurate documentation within ConnectWise, including ticket notes, resolutions, and system changes
• Leverage Datto for backup management, remote access, and proactive device monitoring
• Use tools such as Huntress, Field Effect, and Blackpoint to respond to and document security alerts
• Participate in IT infrastructure projects, upgrades, rollouts, and preventative maintenance
• Collaborate with team members to resolve escalated tickets and provide mentorship to Level 1 technicians
• Deliver exceptional customer service by clearly communicating solutions and setting proper expectations
• Qualifications & Technical Requirements
• 2+ years of hands-on experience in IT support or help desk roles (MSP experience preferred)
• Proficient with Microsoft 365, Azure, Active Directory, and remote desktop support
• Strong understanding of core networking concepts : TCP / IP, DNS, DHCP, VPN, firewalls
• Experience with Citrix, VMware, SonicWall configuration, and switch navigation
• Familiarity with ConnectWise, Datto, and RMM platforms preferred
• Comfortable using security tools like Huntress, Field Effect, or Blackpoint
• Strong written and verbal communication skills; able to explain technical issues in a clear and patient manner
• Organized, dependable, and capable of handling multiple tickets / tasks simultaneously
• Industry certifications (CompTIA A+ / Network+, Microsoft MCP, etc.) are a plus
• Why Join Us?
• Competitive Pay :
• $48,000 – $60,000 annually based on experience
• Health & Dental Insurance :
• Comprehensive coverage
• Paid Time Off & Holidays :
• Generous PTO and paid holidays
• Professional Development :
• Opportunities to learn, grow, and certify
• Team Culture :
• We support each other, value feedback, and celebrate success
• Job Stability :
• We’re an established company continuing to grow
• Equal Opportunity Employer :
• We welcome diversity and are committed to inclusion
• Job Type :
• Full-time
• Schedule :
• Monday to Friday
• 8-hour shift
• On-call rotation as needed
• Benefits :
• Health insurance
• Dental insurance
• Paid time off
• Paid holidays
• Professional development assistance

Job Type : Full-time

Pay : $46,092.66 - $60,000.00 per year

Benefits :

• Dental insurance
• Health insurance
• Paid time off

Application Question(s) :

• Have you previously worked for a Managed Service Provider (MSP), or are you currently working for one?

Ability to Commute :

• Dallas, TX 75287 (Required)

Ability to Relocate :

• Dallas, TX 75287 : Relocate before starting work (Required)

Work Location : In person