Service Desk Technician Level II

Position Overview

The Tier II Service Desk Technician provides advanced technical support to Virtumarc clients and serves as the primary escalation point for Tier I issues. This role resolves complex desktop, server, and network-related problems, performs proactive maintenance, and supports the stability of client environments. The Tier II technician operates with minimal supervision and mentors Tier I technicians.

Key Tasks and Responsibilities

·       Advanced support for Microsoft business applications and operating systems

·       Resolution of escalated Tier I issues

·       Root cause analysis of recurring incidents

·       Support and validation of disaster recovery solutions

·       Administration and troubleshooting of WAN, LAN, routers, firewalls, switches, and wireless networks

·       Support of DHCP, DNS, VLANs, subnets, and routing

·       Implementation and support of VPN, RDP/Terminal Services, and Citrix

·       Administration of Microsoft Active Directory and Microsoft 365

·       User, security group, and distribution list management

·       Email delivery, spam filtering, and client-side troubleshooting

·       Endpoint, printer, and mobile device support

·       Malware remediation and security incident response

·       Backup monitoring and file/system restores

·       RMM alert response and ownership

·       Documentation maintenance in IT Glue

·       Client communication regarding incidents and changes

·       Accurate time and ticket entry in Halo PSA

·       Mentorship of Tier I technicians

·       Escalation to engineering or project teams as required

Requirements

The following requirements are representative of the knowledge, skill, and ability required to perform this role successfully.

·       Minimum two years of relevant experience in managed services or internal IT support

·       Associate degree or equivalent professional experience preferred

·       CompTIA A+ or equivalent foundational certification preferred

·       Microsoft desktop or Microsoft 365 certification preferred

·       Cisco CCNA or equivalent networking certification is a plus

·       Strong interpersonal, communication, and customer service skills

·       Advanced troubleshooting and diagnostic skills

·       Ability to manage multiple tasks in a fast-paced environment

·       Strong understanding of IT service delivery principles

·       Intermediate networking knowledge including TCP/IP, DNS, DHCP, VLANs, routing, and switching

·       Understanding of CAT5/CAT6 wiring standards

·       Wireless security and client configuration knowledge

·       Active Directory user and group administration

·       Firewall and security fundamentals

·       Backup software monitoring and restore operations

·       Server maintenance tasks including event log review and hardware monitoring

·       Endpoint security and antivirus experience

·       Desktop and hardware diagnostics including RAID fundamentals

·       Mobile device configuration and support

·       Ability to follow and execute detailed technical documentation

Benefits

• Health Insurance
  
• Dental Insurance
  
• Vision Insurance
  
• Paid Time Off
  
• Paid Holidays