Help Desk Level II

• Serve as the first point of contact for clients via phone, email, and the ConnectWise ticketing system
• Diagnose and troubleshoot hardware, software, and network issues
• Provide front-line technical support and escalate complex issues to L2/L3 as needed
• Assist with installation, configuration, and maintenance of client IT systems
• Deliver remote and on-site support as needed
• Maintain accurate, detailed records of client interactions in ConnectWise
• Create and update technical documentation and knowledge base articles
• Build strong client relationships through proactive support and follow-up
• Educate clients on IT best practices and preventative maintenance

• Basic knowledge of Microsoft 365 admin portal and application suite
• Basic understanding of Windows 10/11 (Mac not required)
• Basic knowledge of network infrastructure (modems, firewalls, VPNs, routers)
• Familiarity with remote support tools (TeamViewer, ScreenConnect, Bomgar)
• Printer support experience (installing/configuring network and local printers)
• Basic understanding of antivirus/security software (SentinelOne, Sophos, FortiClient)
• Basic Outlook troubleshooting and connectivity skills
• Hardware troubleshooting experience (PCs, thin clients, laptops, printers)
• Familiarity with mobile devices, tablets, and 2FA applications
• Experience with ticketing systems (ConnectWise, ServiceNow, JIRA)

Core Competencies

• Excellent verbal and written communication; able to explain technical concepts clearly to non-technical clients
• Strong customer service skills across phone, email, and in-person interactions
• Solid analytical and systematic troubleshooting ability
• Effective time management and ability to juggle multiple support requests
• Collaborative team player who shares knowledge with colleagues
• Adaptable to changing technologies and environments
• Composed under pressure; patient with clients, even in de-escalation scenarios
• Takes ownership of tasks and follows through on commitments, * High school diploma or equivalent; Associate’s degree in IT or related field preferred
• CompTIA A+, Network+, or similar certification preferred
• 1-2 years of technical support experience, ideally in an MSP help desk environment
• General familiarity with the ITIL framework and help desk best practices

• Monday-Friday, 8am-5pm, with flexibility as needed
• On-call rotation for after-hours support
• Occasional nights, weekends, or holidays as needed
• In-office position with potential for some remote workdays
• Occasional travel to customer sites, * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance