What are the responsibilities and job description for the Level 2 IT support Specialist position at Karhu Cyber?
About Us:
Karhu Cyber is a growing Managed Security Services Provider (MSSP) dedicated to protecting municipalities, manufacturers, and critical infrastructure across the country. Our team is passionate about reducing risk, solving complex IT and cybersecurity challenges, and supporting our clients with excellence. As our client base expands, we’re looking to grow our IT team with a driven, capable Level 2 IT Support Specialist to help us keep delivering top-tier support.
Position Overview:
We’re looking for someone who loves solving problems, thrives in a fast-paced environment, and is ready to take ownership of tickets and issues that arise across our client environments. You’ll be a key player on the IT team, responsible for resolving user and network support tickets, assisting with client onboarding, and helping us stay ahead of the curve as our company continues to scale.
This is an in-person position based at our headquarters with regular collaboration across the IT and cybersecurity teams.
Key Responsibilities:
- Triage, troubleshoot, and resolve Level 2 IT support tickets from our internal help desk system across a variety of clients and industries.
- Provide technical support for end-users including desktops/laptops, printers, mobile devices, software, and cloud services.
- Troubleshoot network-related issues including connectivity, switches, firewalls, and VPN problems.
- Escalate complex issues as needed to senior team members, but own tickets from start to finish when possible.
- Communicate clearly with clients to gather information, explain solutions, and provide timely updates.
- Support IT projects such as hardware refreshes, server migrations, firewall deployments, and client onboarding.
- Document work thoroughly within the ticketing system and contribute to internal knowledge base.
- Assist with proactive monitoring, system maintenance, and endpoint management.
Encouraged Skills and Abilities:
- 2–4 years of professional IT support experience in a client-facing or MSP environment.
- Strong troubleshooting skills across Windows 10/11, Microsoft 365, and common business applications.
- Experience with basic network troubleshooting (DHCP, DNS, firewalls, switches, Wi-Fi).
- Familiarity with RMM tools, ticketing systems, and remote support tools.
- Solid understanding of Active Directory, user/group management, and file permissions.
- Strong written and verbal communication skills.
- Ability to multitask and prioritize effectively in a dynamic environment.
- Willingness to learn and work as part of a collaborative, growing team.
- Experience working in or with managed service providers (MSPs).
- Familiarity with Fortinet, Ubiquiti, or similar networking equipment.
- Exposure to security concepts or frameworks (CMMC, NIST, etc.).
- Relevant certifications such as CompTIA Network , Microsoft, or CCNA.
What We Offer:
- Competitive salary based on experience and skills
- Medical, dental, and vision benefits
- Paid time off and holidays
- A collaborative team environment with growth opportunities
- Chance to work with a mission-driven team protecting critical systems
Job Type: Full-time
Pay: $55,000.00 - $65,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- Monday to Friday
- Weekends as needed
Ability to Commute:
- Brighton, MI 48114 (Required)
Work Location: In person
Salary : $55,000 - $65,000