Tier 2 Help Desk Technician

The T2 Help Desk Technician provides expeditious support leveraged through various backend platforms to meet and exceed goals and expectations that have been stipulated by clients. While support is primarily performed through remote methods. The Tier 2 role will ensure that issues can be resolved on a first touch/phone call, + Utilize ITSM systems (ConnectWise, ServiceNow, Jira Service Management) to log, track, and resolve incidents.

• Manage tickets in an organized fashion, ensuring SLA compliance and providing transparent progress updates to end users.
• Monitor ticket trends to proactively prevent widespread issues, with a prioritized focus on P1 and VIP incidents.

• Technical Support & Troubleshooting:

• Troubleshoot and resolve complex computer-related issues remotely and via phone.
• Identify and remediate viruses, malware, and browser infections.
• Configure and support Microsoft Office and various third-party software products.

• Systems & Security Administration:

• Manage user accounts through Active Directory / Entra ID and Microsoft 365.
• Execute 3rd party patching for critical applications, including Chrome and Firefox.
• Resolve security-related tickets (email security, workstation alerts, etc.) to maintain environment integrity.

• Monitoring & Continuity:

• Proactively monitor and remediate issues related to customer backups and data continuity.
• Respond to and resolve workstation alerts generated by monitoring tools.

• Leadership & Escalation:

• Serve as an escalation point for Tier 1, providing training, mentoring, and technical support.
• Identify when to escalate high-level infrastructure issues to Tier 3 Technicians.
• Provide backup support for Tier 1 on phones and initial ticket triage as needed.

Do you have experience in Technical Proficiency?, * Education/Certifications: Relevant IT certifications (e.g., CompTIA A+, Network+, Microsoft 365, ITIL) or proof of formal IT training.

• Experience: 2+ years of previous customer service experience.
• Technical Proficiency: Hands-on experience with ITSM systems and Microsoft ecosystem administration.
• Communication: Exceptional verbal and written communication skills, with a proven ability to explain technical concepts to non-technical users.
• Soft Skills: Ability to multitask, solve problems quickly, and remain flexible in a dynamic, fast-paced work environment.

Preferred Qualifications

• Active CompTIA certifications (A+, Network+, Security+).
• Experience in a Managed Service Provider (MSP) environment.

1605 Indian Wood Circle, Maumee, OH 43537 Hybrid work $21.63 - $23.55 an hour - Full-time, Pulled from the full job description

• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance
• Flexible spending account, VTG offers a comprehensive benefits package to meet the needs of our employees and their families. Benefits include medical insurance plans, dental insurance, vision insurance, health savings accounts (HSA), flexible spending accounts (FSA), life insurance, short and long-term disability insurance, paid time off and holidays, and a 401(k) with employer match.

Virtual Technologies Group is a leading innovator in the technology sector, specializing in the development and implementation of advanced virtual solutions. Our mission is to empower businesses with cutting-edge technology that enhances efficiency, productivity, and connectivity. With a team of highly skilled professionals, we deliver customized solutions tailored to meet the unique needs of our clients across various industries. Our commitment to excellence, innovation, and customer satisfaction drives us to continuously push the boundaries of what is possible. At Virtual Technologies Group, we are dedicated to shaping the future of technology and making a positive impact on the world., At Virtual Technologies Group we provide more than just IT solutions-we offer a dynamic environment where you can learn, grow, and expand your skillset. As a leading managed services, cybersecurity, and IT consulting firm, we support a diverse range of customers, giving you the opportunity to tackle unique challenges and stay ahead in a rapidly evolving industry.