Helpdesk Technician - Tier II

We are seeking a Helpdesk Tier 2 technician to support daily service delivery across our help desk and maintain escalation requests. This role combines hands-on technical support, hands on research, and independent time management.

You will be responsible for managing the helpdesk technicians, resolving escalated technical issues directly, and ensuring a high level of service for our clients.

Key Responsibilities

• Monitor ticket SLAs, assess priority, and assist if emergent issues occur
• Provide technical support for escalated end-user issues (workstations, Microsoft 365, user access, basic networking, printers, connectivity)
• Escalate complex issues to senior engineers with clear documentation and follow-up
• Coordinate with Dispatch for complex onsite issues, while managing helpdesk technician calendars
• Identify and service bottlenecks, and assist senior team in bringing issues to light
• Maintain accurate ticket notes, statuses, and documentation within ConnectWise Manage
• On call rotation once a month to assist after hours emergent issues.

Do you have experience in Windows?, * Strong customer service and communication skills

• Highly organized with strong attention to detail
• Ability to multitask, prioritize, and operate in a fast-paced environment
• Ability to remain calm and make sound decisions under pressure
• Ability to create clear and concise Knowledge base entries for educating technicians

Working knowledge of:

• Windows workstation troubleshooting
• Microsoft 365 / Entra ID
• User account and access issues
• Remote support tools
• Intermediate/Advanced Networking (DNS, DHCP, Trunking, VLANs)
• Basic/Intermediate Firewall programming

Preferred Qualifications

• Experience in an MSP environment, preferably as a Tier 1 Helpdesk
• Tier 1 / Tier 2 support experience
• Experience with ConnectWise Manage or similar PSA platforms
• Experience with Watchguard Firewalls
• Experience with UCaaS platforms

What Success Looks Like

• Issues are resolved without unnecessary escalation
• Project Tickets are cleared Quickly
• SLAs are consistently met
• Clients receive clear, proactive communication
• Continued education of a Fast growing environment

This role is suited for someone who can manage highly technical tickets and respond to the corresponding issues with expediency.

Pulled from the full job description

• 401(k)
• Health insurance
• Retirement plan
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance, * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: In person

Pay: $25.00 - $28.00 per hour, * 401(k)

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance