Tier 2 Technical Support Specialist

We are seeking a dynamic and highly skilled Tier 2 Technical Support Specialist to join our innovative IT support team. In this role, you will be the key point of contact for resolving complex technical issues, providing expert assistance on software troubleshooting, hardware management, and network administration. Your energetic approach and problem-solving expertise will ensure seamless IT operations, enhance user satisfaction, and support our organization's technological infrastructure. This position offers an exciting opportunity to work with cutting-edge tools and collaborate with a talented team dedicated to delivering exceptional service. Joining the Pegasus Services Team means that you will have camaraderie with fellow team members, top-tier internal processes and tools built for efficiency, upward mobility and career path planning, with executive support to provide best-in-class customer service.

MSP Service Desk Advisor Responsibilities:

· Primarily responsible for end-to-end IT infrastructure support

· Provide comprehensive and timely resolution for all end user technical issues

· Provide support for Cloud solutions and on-premises server solutions and virtualization

· Provide support for networks, servers, and VoIP technologies

· Support end users remotely using RMM, security, and other commercial tools

· Setup and decommissioning of users and workstations

· IT support may be provided remotely via remote administration tools or deskside

· Onsite support for incidents, service requests and changes as needed

· Responsible for device, operating system, software and/or application troubleshooting

· System updates and/or restoration activities as necessary

· 4+ years' experience in IT Support/MSP Service Desk positions

· Shift Hours: TBD (Office Hours: 7AM - 6PM M-F)

· Ability to work primarily from our NOC in Frisco, TX

· Ability to be available and work after hours as part of an on-call rotation as required.

· Some travel to customer sites within the DFW area as required.

· Experience with Windows OS, MS Office, supporting Windows Active Directory, remote/onsite setup of new computers, OS patch management, Microsoft 365 administration and troubleshooting, printer support, troubleshooting Windows PCs and Windows Servers, and overall familiarity with the IT Service Desk role and Managed Services supporting end users.

· Experience with ConnectWise Manage, RMM toolsets, Security, Azure, SharePoint, QuickBooks, Networking, and Cloud Virtualization a plus.

Parental leave, 401(k), Health insurance, Retirement plan, 401(k) matching, Paid time off, Vision insurance, Health savings account, * 401(k)

• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Retirement plan
• Vision insurance