Help Desk Technician II

Join Our Team as a Helpdesk technician level 2.

We are looking for a committed professional to deliver advanced technical support to our esteemed clients in an intermediate-level capacity. Your role will involve providing comprehensive assistance across a wide range of software, hardware, and network systems, all while maintaining exceptional customer service standards for a MSP company.

Candidates should be dedicated to pursuing and achieving intermediate-level IT certifications such as Microsoft Azure Administrator Associate, Google Professional Chrome Enterprise Administrator, WatchGuard Network Security Essentials, or Cisco Certified Network Associate.

Responsibilities:

• Actively engage in the Help Desk phone level 2 support queue in a fast-paced environment.
• Provide second-level support to end users with professionalism and clarity.
• Manage escalated tickets from first-level technicians.
• Participate in various project activities.
• Identify and redirect urgent tickets appropriately.
• Resolve technical issues for end users and infrastructure.
• Demonstrate advanced knowledge of workstations, servers, networks, and cloud-based services.
• Ensure accurate documentation and closure of tickets.
• Maintain awareness of ongoing issues and proactively notify customers.
• Recommend environment improvements for clients.
• Preserve and expand knowledge of help desk procedures, products, and services.
• Perform onsite dispatching as needed.
• Participate actively in the on-call rotation.

Requirements:

• Strong written and verbal communication skills.
• Basic understanding of computer systems, networks, and troubleshooting techniques.
• Ability to work independently and collaboratively as part of a team.
• Customer-oriented approach with a passion for helping others.
• Capability to lift and install IT equipment.
• Authorization to work in the United States.
• In-office or on-site presence during regular business hours (Monday - Friday, 8 AM - 5 PM).

Preferred Qualifications:

• Experience in a Managed Service Provider environment.
• Proficiency with ConnectWise Manage PSA and NinjaRMM.
• Familiarity with Microsoft ecosystems including Windows OS, Windows Domain, Office Suite, and Office 365.
• Knowledge of WatchGuard, Cisco Meraki, and Ubiquiti Unifi networks and devices.
• Completion of relevant certifications such as CompTIA, Microsoft Certified, or similar.

Applicants may be required to undergo reference and background verification checks as part of the interview or onboarding process.

Employee Benefits:

• Health insurance
• Health savings account
• Dental insurance
• Vision insurance
• Flexible spending accounts
• Life insurance
• Retirement plan

All qualified candidates will be considered for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. Compensation will be determined based on the applicant's qualifications.