IT Technician - Full Time - 2+yrs Experience

Our number one goal is to make our clients exceptionally happy, and every member of our team plays a role in achieving that. As a Help Desk Technician Level 2, you’ll handle escalated support requests, mentor junior technicians, and deliver advanced troubleshooting to ensure clients have outstanding experience.

You’ll be the go-to resource for complex technical issues that can’t be resolved by Level 1 support, while also contributing to projects and continuous improvement efforts. When needed, you’ll work closely with the Technical Support Lead for guidance and escalation support., CUSTOMER SERVICE

• Work on and resolve escalated Helpdesk Tickets
• Provide advanced remote troubleshooting and hardware support
• Deliver a friendly, quick, and helpful client experience

TICKETING SYSTEM

• Use our ticketing system to manage and resolve service requests
• Record and document all work thoroughly
• Keep client documentation updated and accurate
• Split multi-issue tickets into individual cases for proper tracking
• Ensure tickets remain active and are never left “stale”

MONITORING & MANAGEMENT TOOL

• Review the RMM dashboard and remediate issues per established processes
• Monitor scheduled/automated tasks and ensure successful execution

PROJECT WORK

Occasionally assist the project team with on-site or remote project delivery when additional resources are required

COMMUNICATION, REPORTING & RISK

• Escalate tickets to the Technical Support Lead when necessary
• Submit timesheets and expense reports per SOPs
• Identify, communicate, and mitigate potential risks to the Technical Support Lead and Operations Manager

TEAMWORK

• Mentor Junior Help Desk Technicians
• Follow schedules set by leadership and adhere to SOPs for recurring tasks
• Support all security policies and maintain vigilance for security issues
• Identify opportunities for improvement and suggest constructive changes
• Contribute to innovation and continuous improvement efforts
• Perform additional duties as assigned by leadership

Do you have experience in Typing?, * Strong problem-solving mindset and a passion for tackling challenges

• Excellent communication skills and active listening abilities
• Advanced understanding of support tools, techniques, operating systems, business applications, printing systems, and network environments
• Skilled in diagnosing end-user hardware/software and network device issues
• Extensive experience with Microsoft 365 platform
• Ability to type quickly and accurately while speaking on the phone
• Deep commitment to delivering a high-quality client experience
• Ability to communicate technical information clearly to both technical and non-technical users
• Adaptability to the fast-paced IT environment
• Professional IT certifications: (CompTIA A+ & CompTIA Network+ (required)

DESIRED

• Experience using a ticketing system, RMM tools, and PSA software
• Experience providing remote support
• Prior experience handling technical service tickets
• CompTIA Linux+ & Microsoft 365 certifications (preferred)
• ITIL Foundation certification a plus
• Client experience certifications (e.g., Helpdesk Habits)
• Previous experience in an MSP or IT support business

Pulled from the full job description

• Paid time off