Help Desk Technician

We’re looking for a Service Desk Technician II to join our growing managed service provider (MSP) family at Premier Networx! As a trusted IT partner to small and medium-sized businesses throughout the greater Augusta area, we’re committed to delivering proactive, reliable support and excellent client experiences. 

Our Culture 

We believe in education, growth, and teamwork. At Premier Networx, we encourage curiosity, continuous learning, and a passion for helping others. Our people are the heart of our service, and we take pride in being a team of tech enthusiasts who work hard and have fun doing it. 

• Strive for excellence in everything we do 
• Aim to make a positive impact with our team and our clients 
• Are driven by curiosity and a desire to grow 
• Foster a fun, energetic, and collaborative workplace 
• Create a supportive and inclusive environment 
• Believe that together, we can achieve great things 

Our Core Values

• Proactive Ownership – Take initiative, drive results, and own your work 
• Client Experience First – Always prioritize the client’s success and satisfaction 
• Unrelenting Dedication – Push for excellence, even through challenges 
• Promises Kept – Follow through and stand by your word 
• Embraces Change – Stay adaptable and open to growth and innovation 

Your Role as a Service Desk Technician II 

As a Service Desk Technician II, you’ll be a key escalation point for the service desk. You'll handle more complex technical issues that require deeper troubleshooting beyond the scope of Tier I, leveraging your expertise to resolve incidents both remotely and on-site. You’ll apply advanced troubleshooting methods and critical thinking to resolve a wide range of end-user and infrastructure-related issues. You’ll also support and mentor Level I Technicians and serve as acting Help Desk Lead when needed. 

Duties and Responsibilities 

• Respond to and resolve advanced service requests and incidents via phone, email, or ticketing system 
• Serve as an escalation point for tickets not resolved by Level I Technicians 
• Troubleshoot and resolve complex technical issues involving workstations, mobile devices, business applications, and basic infrastructure 
• Provide support for software platforms including Microsoft 365, Adobe, QuickBooks, and other business-critical applications 
• Assist with on-site technical support in the greater Augusta area as needed 
• Perform installations, configurations, and upgrades for hardware and software 
• Troubleshoot and maintain printers, scanners, and other peripherals 
• Administer user accounts, permissions, and group policies via Active Directory 
• Provide backup dispatch support and coordination when needed 
• Interface with third-party vendors on technical issues and project coordination 
• Document work accurately and track time in ticketing system 
• Mentor and provide training support to Level I Technicians 
• Contribute to a collaborative and solution-oriented service desk environment 
• Perform other duties as assigned by management 

Experience and Qualifications 

You must have one of the following: 

• 4 years of IT experience in technical support or service desk roles OR 
• A 2-year technical degree in an IT-related field plus 2 years of hands-on experience

Technical Skills and Knowledge 

• Windows 10/11 and Microsoft Office Suite 
• Office 365 administration and support 
• Active Directory user and group management 
• Basic networking knowledge (IP, DHCP, DNS, etc.) 
• Experience with MSP tools (e.g., ticketing systems, RMM platforms) 
• Familiarity with common business applications such as: 
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) 
• Adobe Acrobat and Creative Cloud 
• QuickBooks and similar accounting platforms 
• Experience supporting backup and antivirus software 
• Excellent troubleshooting and problem-solving skills 
• Strong communication and documentation habits 

Other Requirements 

• Regular, reliable on-site attendance at our Augusta office (this is not a remote position) 
• Valid driver’s license and ability to pass a background check 
• Company vehicle provided for local client site visits (use of personal vehicle may occasionally be required—mileage is reimbursed) 

If you're ready to level up your IT career and make a difference for clients every day, apply today and join the Premier Networx team! 

Highly desired certifications: A+ (required within 6 months if not already obtained) or equivalent certifications, Windows Workstation or Azure certifications

Hours:

• Monday – Friday, 8 a.m. – 5 p.m.
• Weekends: On-call rotation