MSP Help Desk Technician II

Responsibilities

• Active participation in the Help Desk 2 phone queue
• Provide second-level contact to end users in a clear and professional manner
• Receive and address escalated tickets from Help Desk Technician 1s
• Participate in project activities
• Identify and redirect urgent tickets to the appropriate resources
• Work through assigned tickets and enter appropriate time entries
• Troubleshoot and resolve end user or infrastructure technical issues
• Demonstrate advanced knowledge of workstation and servers
• Demonstrate advanced knowledge of networks and network equipment
• Demonstrate advanced knowledge of application and Cloud-based services
• Follow up with customers and see problems through to resolution
• Ensure proper recording, documentation, and closure of ticket information
• Preserve and grow your knowledge of Help Desk procedures, products, and services
• Onsite dispatching as needed or directed
• Active participation 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 as part of a team
• Customer-oriented mindset with a passion for helping others
• Ability to lift and install IT equipment
• Must be authorized 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 working in an MSP environment
• Working knowledge of ConnectWise Manage PSA
• Working knowledge of NinjaRMM
• Familiarity with Microsoft ecosystems including Windows OS, Windows Domain, Office Suite, and Office 365
• Familiarity with WatchGuard, Cisco Meraki, and Ubiquiti Unifi networks and network devices
• Completion of relevant certifications such as CompTIA, Microsoft Certified, or similar

Pay

Starting at $50,000.00 plus bonuses for certificate completion

Schedule

In-person or remote work with opportunities for hybrid work policy

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retailment Plan (401k, IRA) and Matching
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)

Skills

• Intermediate level IT certificates such as the Microsoft Azure Administrator Associate, Google Professional Chrome Enterprise Administrator, WatchGuard Network Security Essentials, or Cisco Certified Network Associate

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retailment Plan (401k, IRA) and Matching
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)