Job Overview:
We seek an experienced Tier II Service Desk Technician with exceptional people skills and a knack for solving technical challenges. This role serves as a key point of contact for our clients, offering high-quality support and ensuring client satisfaction. You will address and resolve intermediate-level technical issues, guide Tier I technicians, and escalate complex issues to Tier III technicians as necessary. If you have a passion for ensuring top-quality user support and thrive in a collaborative environment, this role is for you.
Responsibilities:
Provide support for technical issues, troubleshoot hardware and software problems, and resolve issues promptly.
Document all interactions, issues, and resolutions in our ticketing system.
Communicate effectively with clients, providing updates and following up to ensure top-notch client satisfaction.
Conduct regular system maintenance and updates for clients to ensure optimal performance and security.
Assist with client onboarding and standardization projects as directed by project leads.
Develop and maintain documentation, such as knowledge base articles, to streamline the support process and assist other team members.
Facilitate client training sessions on software applications and IT systems to enhance their productivity and understanding.
Perform data backup and recovery operations for clients as needed.
Participate in regular team meetings to discuss ongoing issues, updates, and team progress.
Engage in root cause analysis for recurring issues, developing long-term solutions to minimize their occurrence.
Maintain a high level of technical knowledge and skills, keeping up with new industry trends and technologies.
Our Technology Stack:
Helpdesk/Ticketing: HaloPSA
Documentation: Hudu
RMM: Intune / Immybot
Networking: Meraki
Email/Calendar/Voice/AD: Microsoft 365
Security Cameras: Rhombus
Door Access: OpenPath
Qualifications:
3+ years of experience in an IT service desk role or similar.
Prior experience at a managed service provider is critical to understanding the fast-paced nature of the industry.
Experience with Microsoft 365, Azure Active Directory, Intune, or other RMM agents.
Client-oriented approach with a passion for delivering high-quality customer service.
A self-starter who is eager to expand their qualifications.
High level of attention to detail.
Excellent verbal and written communication skills.
IT-related degree and/or certifications (Cisco, A+, Network+, Microsoft, or equivalent).
Benefits:
401K Company Match – 4%.
Health Insurance Premiums 100% Company Paid: United Health Care, Guardian Dental, Guardian Vision, Guardian Life Insurance.
PTO - 80 Hours Per Year (Year 1).
Company Paid Options for Continued Education, Certifications, and Training.